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297-2183-803

Nortel Networks Symposium Call Center


Server
Historical Reporting and Data Dictionary

Product release 5.0 Standard 1.0 April 2004


Nortel Networks Symposium Call Center Server
Historical Reporting and Data Dictionary

Publication number: 297-2183-803


Product release: 5.0
Document release: Standard 1.0
Date: April 2004

Copyright © 2004 Nortel Networks, All Rights Reserved

Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Symposium Call
Center Server is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.

*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, DMS, DMS-100, DMS-250,
DMS-MTX, IVR, Meridian, Meridian 1, Meridian Mail, Succession, and Symposium are trademarks
of Nortel Networks.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,
POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft
Corporation.
SYBASE is a trademark of Sybase, Inc.
Publication history

April 2004 The Standard 1.0 version of the Nortel Networks Symposium
Call Center Server Historical Reporting and Data
Dictionary, Release 5.0, is released.

Historical Reporting and Data Dictionary v


Publication history Standard 1.0

vi Symposium Call Center Server


Contents

1 Getting started 15
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Symposium Call Center Server database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Database changes for Release 5.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Database changes for Release 4.2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2 Advanced reporting 31
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Section A: Expert reports 33
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Running the Database View Definitions report . . . . . . . . . . . . . . . . . . . . . . . 36
Defining a connection to the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Creating a new report in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using database aliases in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Creating a new report in another application . . . . . . . . . . . . . . . . . . . . . . . . . 56
Importing a report created in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . 58
Adding customized formulas in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . 63
Creating a custom report to export data to Record format . . . . . . . . . . . . . . . 65
Section B: Filter sets 69
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuring the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating filter sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

3 Frequently asked questions 79


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Pegging questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Questions about custom reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

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Contents Standard 1.0

4 Data dictionary 87
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Section A: Summarized historical statistics 91
Overview of summarized historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . 92
Types of views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Linking views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Types of calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
ActivityCodeStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
AgentByApplicationStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
AgentBySkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
AgentPerformanceStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
ApplicationStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
CDNStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
DNISStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
IVRPortStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
IVRStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
NetworkInCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
NetworkOutStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
RANMusicRouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
RouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
SCCSDBSpace views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
SkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
TrunkStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Section B: Event statistics 235
Overview of event statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
eAgentLoginStat view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
eCallbyCallStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
eIVRPortLoginStat view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
eNetCallByCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Section C: Configuration views 263
Overview of configuration views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
AccessRights view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
ActivityCode view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Application view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
ApplicationByScript view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
ApplicationThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
CDN view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
CodeToMessage view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
DNIS view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

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April 2004 Contents

DNISThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289


Formula view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
HistoricalStatCollection view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
HistoricalStatDuration view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
HistoricalStatStorage view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
IVRPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
IVRQueue view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
IVRThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
NCCConfig view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
NCCNetworkSkillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
NCCRanking view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
NCCRemoteApplication view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
NCCSite view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
NetworkConfig view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
NetworkRankingAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
NetworkSkillsetStatus view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
NetworkThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
PhonesetDisplay view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Ranking view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
RealTimeColumn view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
RealTimeStatCollection view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
RealTimeTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
RemoteApplication view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Route view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
RouteThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
ScheduledSkillsetAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
ScheduledSupervisorAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Script view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
ScriptVariableProperties view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
ScriptVariables view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Site view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
SkillsetByAgent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
SkillsetByAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
SkillsetThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
SummaryThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
SupervisorAgentAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
SupervisorByAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374
SwitchPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
TargetSwitchComm view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
UserTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

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Contents Standard 1.0

UserThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384


Views view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386

5 Entity relationship diagrams 387


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
IDEF1X notation conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Statistics entity relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Symposium database entity relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . 404

A Standard reports 407


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Section A: Activity code reports 411
Activity Code By Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Activity Code By Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Not Ready Reason Codes By Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Section B: Agent reports 421
Agent Average Calls per Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Agent Average Calls per Hour, Bottom 5. . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Agent Average Calls per Hour, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Agent by Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
Agent By Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Agent By Skillset Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Agent DN Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Agent DN Performance Calls Answered, Bottom 5 . . . . . . . . . . . . . . . . . . . 444
Agent DN Performance Calls Answered, Top 5. . . . . . . . . . . . . . . . . . . . . . 446
Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Agent Network/NACD Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
Agent Performance By Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Agent Performance Calls Answered, Bottom 5 . . . . . . . . . . . . . . . . . . . . . . 468
Agent Performance Calls Answered, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . 474
Agent Short Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
Agent Transferred/Conferenced Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Estimated Revenue Per Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Section C: Application reports 491
Application By Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
Application By Skillset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Application Call Treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
Application Delay Before Abandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504

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Application Delay Before Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508


Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
Crosstab - Application Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Section D: Call by call reports 519
Call By Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
Section E: Configuration reports 523
Activity Code Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
Agent By Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
Agent Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Agent Skillset Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Agent Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
Agent Supervisor Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
Application Script Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
Application Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549
CDN Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
Database View Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
DNIS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Formula Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Historical and Real Time Statistics Properties . . . . . . . . . . . . . . . . . . . . . . . 565
IVR Port Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573
IVR Queue and Port Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576
Logged In Agent Position ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579
Network Site and Application Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Network Skillset Routing Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
Real Time Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591
Route Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
Script Variable By Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
Script Variable Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Telephone Display Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612
User Access Privilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
Section F: IVR reports 619
IVR Port First Login/Last Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620
IVR Port Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622
IVR Queue Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625
Section G: NCC reports 629
Overview of NCC reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630
Network Call By Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632
Network Consolidated Application Performance . . . . . . . . . . . . . . . . . . . . . 635

Historical Reporting and Data Dictionary xi


Contents Standard 1.0

Network Consolidated DNIS Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 639


Network Consolidated Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644
Network Consolidated Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648
Network Consolidated Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . 651
Network Consolidated Skillset Call Distribution . . . . . . . . . . . . . . . . . . . . . 655
Network Consolidated Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . 659
Network Site and Application Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
Network Skillset Routing Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 666
Network Table Routing Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669
Nodal Consolidated Application Delay Before Abandon. . . . . . . . . . . . . . . 672
Nodal Consolidated Application Delay Before Answer. . . . . . . . . . . . . . . . 675
Nodal Consolidated Application Performance . . . . . . . . . . . . . . . . . . . . . . . 678
Section H: Network reports 683
Overview of network reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 684
Crosstab - Network Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 685
Crosstab - Network Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 688
Network Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691
Network DNIS Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695
Network Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Network Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703
Network Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 706
Network Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709
Section I: Resource reports 713
CDN Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714
Crosstab - CDN Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 718
Crosstab - DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
Crosstab - Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 724
Crosstab - Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Music/RAN Route Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735
Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741
Section J: Skillset reports 745
Crosstab - Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Skillset By Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753

B Pegging examples 757


Local call pegging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Network call pegging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761

xii Symposium Call Center Server


April 2004 Contents

C Agent state tracking 765


Pegging of agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766

Glossary 771

Index 797

Historical Reporting and Data Dictionary xiii


Contents Standard 1.0

xiv Symposium Call Center Server


Chapter 1

Getting started

In this chapter
Overview 16
Symposium Call Center Server database 17
Database changes for Release 5.0 21
Database changes for Release 4.2 24
About this guide 27
Skills you need 28
Related documents 30

Historical Reporting and Data Dictionary 15


Getting started Standard 1.0

Overview

Introduction
Nortel Networks has designed Symposium Call Center Server to provide a call
center solution for varied and changing business environments. It provides an
open database that is accessible not only from the client application but also
from other report writers and applications that support Open Database
Connectivity (ODBC) and Structured Query Language (SQL).

This guide explains how to create and use customized reports. It also provides
information you need to export data to other applications.

Types of reports
Symposium Call Center Server offers a set of standard reports that enable you to
analyze statistics such as skillset activity, agent performance, and the
demographics of a specific customer. You can create user-defined reports using
the standard reports as a template. You can also create user-created reports using
Crystal Reports or any other standard report writer that conforms to the industry
standards of ODBC and SQL.

Working with reports


In addition to the tasks described in this manual, you can perform the following
tasks (for detailed instructions, refer to the Supervisor’s Guide):
 Create user-defined reports.
 Change report properties.
 Change the site name.
 Print or preview a list of reports.
 Delete user-created or user-defined reports.
 Print or preview reports.
 Activate or deactivate report schedules.

16 Symposium Call Center Server


April 2004 Getting started

Symposium Call Center Server database

Introduction
The Symposium Call Center Server database is an open database; you can
access the data in this database with any SQL- or ODBC-compliant application.
You can use the data in many ways, including the following:
 Import the data into a spreadsheet for manipulation.
 Import the data into your corporate database.
 Import the data into a workforce management system for analysis.
 Generate customized reports using Crystal Reports or another reporting
application.

ODBC
Since the Symposium Call Center Server database is ODBC-compatible, the PC
from which you access it must have ODBC installed, and it must have a Data Set
Name (DSN) defined for the database.
The correct version of ODBC is installed with the Symposium Call Center
Server client application, and the installation process creates the required DSNs.
If the Symposium Call Center Server client is not installed on your PC, you must
do the following:
1. Install ODBC.
ODBC is part of Microsoft’s Data Access Components (DAC), and is
distributed with Microsoft Windows.
2. Configure a DSN using the ODBC Administrator.
User-created reports you import into the client must be associated with the
ICCM_PREVIEW_DSN. If you do not import a report, you can use any
DSN name.

Note: Nortel Networks does not supply or support ODBC software that is not
installed with the client.

Historical Reporting and Data Dictionary 17


Getting started Standard 1.0

Sybase
The Sybase Server manages the database on Symposium Call Center Server. To
connect to the Sybase server, you must use the Sybase Open Client version 12.5.
The Sybase Open Client is installed with the Symposium Call Center Server
client application. If the Symposium Call Center Server client is not installed on
your PC, you must do the following:
1. Install the Sybase Open Client.
This product is available on the Sybase Open Client CD.
2. Configure the client with an entry for the Sybase Server
(ICCM_PREVIEW), using the Sybase SQLEDIT utility.

Notes:
 The ICCM_PREVIEW definition created during the Symposium Call
Center Server client installation is updated whenever you use the client to
generate a report. When you generate a report, the definition is updated to
point to the server to which you are currently connected.
 Nortel Networks does not supply or support Sybase software that is not
installed with the client.

Database views
The actual structure of the database is invisible. You access data through
database views, or logical representations of the database. Database views are
used to organize the information in the database for your use.

Using views instead of tables


You cannot access the database tables directly. Direct access to the tables may
compromise the integrity of the database and jeopardizes server performance.
When you want to use external applications to access the Symposium Call
Center Server database, you connect to database views. This guide provides a
definition of all the database views available.

18 Symposium Call Center Server


April 2004 Getting started

When creating data-warehouse-type applications, you use these database views.


The database views contain all the information for customized reporting and
queries, and are created on top of database tables. The database tables have
indexes; therefore, SQL queries running on the database views can use the table
indexes.

The Sysadmin logon account provides read-only access to a specific set of


tables, but not to all of the columns of those tables. For security and performance
reasons, there is no logon account provided for read-only access to all of the
database tables. Third-party applications can access the database views using the
Sysadmin account. The logon account is not limited to the Sysadmin account.
You can use other user-created accounts that have reporting privileges on
Symposium Call Center Server to access data from the database views.

Types of data
The database contains three types of data:
 summarized historical statistics
 event statistics
 configuration data

Therefore, there are three types of database views—summarized historical


statistic views, event statistic views, and configuration views.

Summarized historical statistics


Summarized historical statistics are statistics accumulated over a period of time
(15-minute interval, daily, weekly, or monthly). Summarized statistics are stored
as totals in the database. For example, summarized historical statistics can tell
you the number of calls answered during a 15-minute interval.

For more information about summarized historical statistics, see “Overview of


summarized historical statistics” on page 92.

Historical Reporting and Data Dictionary 19


Getting started Standard 1.0

Event statistics
Event statistics are statistics collected on a per-event basis rather than
accumulated over a period of time. Symposium Call Center Server records the
following types of event statistics:
 agent logon and logoff statistics
 call-by-call statistics
 IVR port logon and logoff statistics

Event statistics are cumulated as events occur.

Configuration data
Configuration data describes the configuration of your server.

Storage duration
When you configure historical statistics collection, you can choose how long to
store different types of statistics. The duration you choose determines the
amount of disk space required for the database. For more information, see the
Administrator’s Guide.

Types of statistics collected


When you configure historical statistics collection, you can also choose the
types of statistics to be collected. For example, you may choose not to collect
call-by-call or activity code statistics. The number and type of statistics you
choose also affect the amount of disk space required for the database.

20 Symposium Call Center Server


April 2004 Getting started

Database changes for Release 5.0

Introduction
This section describes the database fields and new status codes added for
Release 5.0. These database changes have no impact on user-created reports
created in previous versions of Symposium Call Center Server.

Note: Symposium Call Center Server Release 5.0 provides support for Crystal
Reports 9, by Crystal Decisions. Crystal Decisions advises that Crystal Reports
9 is backwards-compatible. This means that Crystal Reports 9 can open and run
reports that were originally created in earlier versions of Crystal Reports
(versions 4.5 and later).

New database fields


A number of fields have been added to the database. For more information about
these fields, refer to Chapter 4, “Data dictionary.”

View Fields added

AgentByApplicationStat CallsTransferred—This field stores the number of


Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this
application.
Note: Data pegging for CallsTransferred is not
implemented for this release.

ConsultTime—This field stores the total time an


agent spends on consult during Symposium Call
Center Server calls for this application.

DNOutExtTalkTime—The total time an agent


spends on outgoing DN Out external calls, including
hold time, for this application.

Historical Reporting and Data Dictionary 21


Getting started Standard 1.0

View Fields added

DNOutIntTalkTime—The total time an agent spends


on outgoing DN Out internal calls, including hold
time, for this application.

HoldTime—This field stores the total time an agent


spends on hold during Symposium Call Center
Server calls for this application.

WaitTime—This field stores the total time an agent


spends in the idle state after releasing a Symposium
Call Center Server call for this application.

AgentBySkillsetStat CallsTransferred—This field stores the number of


Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this
skillset.
Note: Data pegging for CallsTransferred is not
implemented for this release.

ConsultTime—This field stores the total time an


agent spends on consult during Symposium Call
Center Server calls for this skillset.

DNOutExtTalkTime—The total time an agent


spends on outgoing DN Out external calls, including
hold time, for this skillset.

DNOutIntTalkTime—The total time an agent spends


on outgoing DN Out internal calls, including hold
time, for this skillset.

HoldTime—This field stores the total time an agent


spends on hold during Symposium Call Center
Server calls for this skillset.

WaitTime—This field stores the total time an agent


spends in the idle state after releasing a Symposium
Call Center Server call for this skillset.

22 Symposium Call Center Server


April 2004 Getting started

View Fields added

AgentPerformanceStat NumTimesNotReady—This field stores the total


number of times an agent enters the Not Ready state.

New status codes


Two new status codes have been added for the Agent Login/Logout report. For
more information, refer to Chapter 4, “Data dictionary.” For information about
the Agent Login/Logout report, refer to Appendix A, “Standard reports.”

View Status codes added

eAgentLoginStat Event Type:


RY—Ready event
NR—Not Ready event

Historical Reporting and Data Dictionary 23


Getting started Standard 1.0

Database changes for Release 4.2

Introduction
This section describes the database views that were added for Release 4.2, and
the fields that were added or deleted from existing views. It also describes
implications of the database changes for user-created reports created in previous
versions of Symposium Call Center Server.

Note: The database changes for Release 4.2 are included in this guide for those
customers who are migrating to Symposium Call Center Server Release 5.0
from a release prior to Release 4.2 (for example, from Release 4.0). In this case,
you must follow the instructions in this section to update your report templates
to reflect the changes made in earlier releases.

New database views


The following database view was added for Release 4.2. For more information
about this view, refer to Chapter 4, “Data dictionary.”

View Description

SCCSDBSpace Displays information about the size of the Symposium


Call Center Server database, including the amount of
space allocated, the amount of space used by the
database, and the available space.

Changes to fields
A number of fields were added for Release 4.2. For more information about
these fields, refer to Chapter 4, “Data dictionary.”

View Fields added

DNIS DNIS_PREFIX—This field stores the prefix of a


DNISStat DNIS number. It allows you to sort, filter, and report
on individual DNIS 800 numbers.

24 Symposium Call Center Server


April 2004 Getting started

View Fields added

AgentPerformanceStat DNInExtCallsHoldTime—This field stores hold


time for calls to an agent’s DN key from an external
number (that is, from another customer group).

DNInIntCallsHoldTime—This field stores hold time


for calls to an agent’s DN key from an internal
number.

DNOutExtCallsHold
Time—This field stores hold time for calls from an
agent’s DN key to an external number.

DNOutIntCallsHoldTime—This field stores hold


time for calls from an agent’s DN key to an internal
number.

ActivityCodeStat ActivityShortName—This field stores the short


name for the activity code.

Updating user-created reports


If you are migrating to Symposium Call Center Server Release 5.0 from a
release prior to Release 4.2, you must update any user-created reports that
 contain agent names
 contain fields that have been deleted in Releases 3.0 or 4.0.

After upgrading your server, follow these steps to update a report.

To update a report
1 Create a copy of your report.
2 Open the copy in Crystal Reports.
3 Choose File → Print Preview.
If the preview window appears, the report is unaffected by the database
changes. If a database error appears, click OK and continue with the
following steps.

Historical Reporting and Data Dictionary 25


Getting started Standard 1.0

4 In Design view, choose Database → Verify Database.


Result: Crystal Reports displays the message The database file
“filename” has changed. Proceed to fix up the report?
5 Click Yes.
Result: Crystal Reports displays the Map Fields dialog box.
6 In the Unmapped fields box, select a deleted prior release field on the left
side, and the corresponding new release field on the right side.
7 Click Map.
8 Repeat steps 6 and 7 until all fields are mapped.
9 Choose File → Print Preview.
If the preview window appears, the report is up to date. If Crystal Reports
displays the message, This field name is not known, click OK. The
Formula Editor appears. The cursor appears before the problem field.
10 Correct the formula by replacing the unknown field with the new field, by
deleting it, or by recreating the formula.
11 Return to Design view, and repeat steps 9 and 10 until no more errors are
reported.

26 Symposium Call Center Server


April 2004 Getting started

About this guide

Introduction
This guide explains how to create and use customized reports. It also provides
information you need to export data to other applications.

Who should read this guide


This guide is for Nortel Networks Symposium Call Center Server administrators
and supervisors who are responsible for creating, managing, and using reports.

Access rights
This guide assumes that you have the required privileges and access rights to
perform the procedures in this guide. For more information, refer to the
Administrator’s Guide.

Optional features
Some of the features described in this guide are optional. To determine which
features you have access to, Nortel Networks supplies a special code called a
keycode, which you use when you install the Symposium Call Center Server
software. Fields and commands for features that you did not purchase are not
available.

Switch references
Symposium Call Center Server Release 5.0 provides interworking support for
the Meridian 1/Succession 1000 and DMS switch types. Throughout this guide,
references to DMS or DMS/MSL-100 apply to the following switches:
 DMS
 MSL-100
 Succession 2000
 Nortel Networks Communication Server 2100

Historical Reporting and Data Dictionary 27


Getting started Standard 1.0

Skills you need

Introduction
This section describes the skills and knowledge you need to use this guide
effectively.

Skills you need to use standard reports


Symposium Call Center Server comes with a number of standard reports
designed to satisfy most requirements. You can generate these reports on an ad
hoc basis, or use them as templates to create user-defined reports. To use
standard or user-defined reports, you need the following skills and knowledge:
 understanding of Symposium Call Center Server
 understanding of call center concepts
 knowledge of your call center information requirements

Skills you need to create customized reports


If you are unsatisfied with the layout and content of the standard reports, you
can change the arrangement of the fields, or remove fields and add new ones. To
do so, you need the skills listed in the preceding section, plus familiarity with the
following products, standards, and concepts:
 Crystal Reports—Symposium Call Center Server Release 5.0 provides
support for Crystal Reports 9
 Structured Query Language (SQL)—the ability to write reports with
intervals, subtotals, totals, and calculations
 database management and administration—an understanding of database
views, data dictionaries, and data schemas

28 Symposium Call Center Server


April 2004 Getting started

Skills you need to create expert reports


Expert users can create new reports by manipulating the statistics in the tables,
as well as change the formulas used to calculate statistics. To do so, you need the
skills listed in the preceding section, plus familiarity with the following
standards and concepts:
 Open Database Connectivity (ODBC)
 Structured Query Language (SQL)—the ability to write SQL queries, select
statements, and commits; to repair, restore, and manipulate SQL databases;
and to create and debug complex reports

To create applications that manipulate SQL databases or generate reports, you


need to know Microsoft Visual Basic, C++, or a similar programming language.

Historical Reporting and Data Dictionary 29


Getting started Standard 1.0

Related documents

This section lists the documents in which you can find additional information
related to Symposium Call Center Server.

If you need information about refer to

 creating user-defined reports or Nortel Networks Symposium Call


generating reports Center Server Supervisor’s Guide

 the support and administration of Nortel Networks Symposium Call


the call center application that Center Server Administrator’s Guide
runs on client PCs connected to
the server

 creating and administering call Nortel Networks Symposium Call


center scripts Center Server Scripting Guide

 support and administration of the Nortel Networks Symposium Call


network control center Center Server Network Control Center
Administrator’s Guide

30 Symposium Call Center Server


Chapter 2

Advanced reporting

In this chapter
Overview 32
Section A: Expert reports 33
Section B: Filter sets 69

Historical Reporting and Data Dictionary 31


Advanced reporting Standard 1.0

Overview

This chapter describes procedures for working with expert reports, creating new
reports (with Crystal Reports or with another report writer), importing reports,
and customizing report formulas.

This chapter also describes how to create filter sets. The filter sets feature, which
allows you to select the sites and resources to be included in a network
consolidated report, is only applicable to networking (available for M1/
Succession 1000 only).

32 Symposium Call Center Server


April 2004 Advanced reporting

Section A: Expert reports

In this section
Overview 34
Running the Database View Definitions report 36
Defining a connection to the server 37
Creating a new report in Crystal Reports 46
Using database aliases in Crystal Reports 54
Creating a new report in another application 56
Importing a report created in Crystal Reports 58
Adding customized formulas in Crystal Reports 63
Creating a custom report to export data to Record format 65

Historical Reporting and Data Dictionary 33


Advanced reporting Standard 1.0

Overview

Introduction
You can create expert reports in any ODBC- or SQL-compliant application. This
section provides a procedure for creating reports in Crystal Reports. The section
also provides generalized instructions for creating reports in other applications.

Note: Only reports created in Crystal Reports can be imported into the server
and scheduled. You cannot import reports created with CCMIS.

Creating expert reports


The process of creating a report involves the following tasks:
1. Run the Database View Definitions report to identify the views to be used
in the report.
2. Verify the server connection, and define a connection if necessary.
3. Create a new report.
4. (Optional) Create database aliases for database views (if you are using
Crystal Reports).
5. Import a user-created report (if you are using Crystal Reports). When you
import a report, it is added to the Reports window. You can schedule
imported reports and modify their data range and output options.

Database views
A database view is a logical representation of part of the database and the
relationships within that part. You use database views to access statistics and
other data for use in reports.

Many historical statistics are available for different periods, including interval
(15-minute), daily, weekly, and monthly. For each period, you use a different
view to access the statistics. For example, to access daily skillset statistics, you
use the dSkillsetStat view. To access monthly skillset statistics, you use the
mSkillsetStat view.

34 Symposium Call Center Server


April 2004 Advanced reporting

Note: SQL does not support signed integers. Therefore, call IDs and site IDs
may appear negative in the database views.

Working with reports


In addition to the tasks described in this manual, you can perform the following
tasks. (For detailed instructions, refer to the Supervisor’s Guide.)

Creating user-defined reports


You can create user-defined reports using the standard reports—or any other
user-defined report—as a template. When you create a user-defined report, you
specify
 general report information—including report name and company name
 selection criteria—the entities to be included in the report
 report schedule—when the report is to be generated
 data range—the data collection period for the report
 output options—the printer or file to which the report is output

Managing reports
You can change report properties, change the site name, print a list of reports, or
delete a user-defined or user-created report.

Using reports
You can preview a report, generate a report immediately, activate the report
schedule (so that it is generated at the next scheduled time), or deactivate the
schedule.

Historical Reporting and Data Dictionary 35


Advanced reporting Standard 1.0

Running the Database View Definitions report

Introduction
Before creating a customized report, run the Database View Definitions report to
display all the database views available. This report lists all of the field names
available for use in your report. For more information about the report, see
“Database View Definitions” on page 555.

To run the Database View Definitions report


1 From the SMI window, choose Reports & Displays → Reports.
Result: The Reports window appears.

2 Scroll through the list of reports and double-click Config – Database View
Definitions.
Result: The print preview window appears.
3 Click the Printer icon if you require a printout of the database views.

36 Symposium Call Center Server


April 2004 Advanced reporting

Defining a connection to the server

Introduction
To access the Symposium Call Center Server database from a report writer
application, you must
 install ODBC and Sybase Open Client
 configure a Sybase Server entry
 configure an ODBC DSN

ODBC and Sybase Open Client are automatically installed and configured when
you install the Symposium Call Center Server client. If the client is not installed
on the PC, you must install and configure these applications manually.

This section provides instructions for you to


 define a connection to the server
 define the DNS

To define a connection to the server


1 From the Windows Start menu, choose Run.
2 Type dsedit, and then click OK.
Result: The Select Directory Service window appears.

Historical Reporting and Data Dictionary 37


Advanced reporting Standard 1.0

3 Click OK.
Result: The dsedit window appears.

4 Choose Server Object → Add.


Result: The Input Server Name window appears.

38 Symposium Call Center Server


April 2004 Advanced reporting

5 In the Server Name box, type a name (for example, Symposium_Reports),


and then click OK.
Result: The dsedit window appears.

6 Double-click the Server Address.


Result: The Network Address Attribute window appears.

Historical Reporting and Data Dictionary 39


Advanced reporting Standard 1.0

7 Click Add.
Result: The Input Network Address For Protocol window appears.

8 In the Network Address box, type <CLAN IP address of the Symposium


Call Center Server>,5000.
9 Click OK.
Result: The CLAN IP address appears in the Network Address Attribute
window.

40 Symposium Call Center Server


April 2004 Advanced reporting

10 Click OK.
Result: The dsedit window appears.

11 Choose Server Object → Ping Server.


Result: The Ping window appears.

12 Click Ping.
Result: A message appears indicating that an open connection to the
server succeeded. Click OK.

Historical Reporting and Data Dictionary 41


Advanced reporting Standard 1.0

13 Click Done.
14 Choose File → Exit.

To define the DSN


1 From the Windows Start menu, choose Settings → Control Panel.
2 Double-click the ODBC Data Source icon.
Result: The ODBC Data Source Administrator window appears.

3 Click the System DSN tab.

42 Symposium Call Center Server


April 2004 Advanced reporting

4 Click Add.
Result: The Create New Data Source window appears.

5 Select Sybase ASE ODBC Driver.


6 Click Finish.
Result: The ODBC Sybase ASE Setup window appears.

Historical Reporting and Data Dictionary 43


Advanced reporting Standard 1.0

7 Enter information into the following boxes:


Data Source Name: The name for the data source (for example,
REPORTS_DSN).
Description: (Optional) Additional information about the data source.
Server Name: The name of the server you defined in “To define a
connection to the server” on page 37 (for example, REPORTS).
Database Name: (Can leave blank.)
8 Click Test Connect.
Result: The Logon to Sybase window appears.

9 Enter information into the following boxes:


Login ID: The logon ID of the Symposium Call Center Server user.
Password: The password of the Symposium Call Center Server user.
10 Click OK.
Result: The system displays the message, Connection established.

44 Symposium Call Center Server


April 2004 Advanced reporting

11 Click OK.
Result: The ODBC Sybase ASE Setup window appears.

12 Click OK.

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Advanced reporting Standard 1.0

Creating a new report in Crystal Reports

Introduction
Follow these steps to create a new report using Crystal Reports:
 Create the report and connect to the database.
 Select views and fields.

The following procedure provides detailed instructions for performing these


steps with the Crystal Reports 9 Report Wizard.

Before you begin


Before following this procedure, obtain training in Crystal Reports.

To create a report and connect to the database


1 From the Start menu, choose Crystal Reports 9.
Result: The Crystal Reports Welcome dialog box appears.

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April 2004 Advanced reporting

2 Select Using the Report Wizard, and then click OK.


Result: The Crystal Reports Gallery window appears.

3 Select Standard, and then click OK.


Result: The Data window appears.

Historical Reporting and Data Dictionary 47


Advanced reporting Standard 1.0

4 Choose Create New Connection → ODBC (RDO), and then click Next.
Result: The Data Source Selection window appears.

48 Symposium Call Center Server


April 2004 Advanced reporting

5 Select ICCM_PREVIEW_DSN, and then click Next.


Result: The Connection Information window appears.

6 Enter a user ID and password with access to the server.


Note: If you do not know your user ID and password, contact your system
administrator.
7 For Database, select blue.

Historical Reporting and Data Dictionary 49


Advanced reporting Standard 1.0

8 Click Finish.
Result: The Data window appears.

9 Click the plus sign beside blue to expand. Then expand Views.

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10 Select each view to be included in the report, and click the right arrow
button (>). Then click Next.
Note: Be sure to use views, not tables, when you create the report.
Result: The Fields window appears.

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Advanced reporting Standard 1.0

11 Select the fields you want to include in the report, and click the right arrow
button (>). Then click Next.
Result: The Template window appears.

12 Select the template you want to use for the report, and then click Finish.
Result: The Crystal Reports window appears.

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13 Choose Field → Field Explorer to display the Field Explorer pane. Use this
pane to select the fields to be included in the report.

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Advanced reporting Standard 1.0

Using database aliases in Crystal Reports

Introduction
A database alias is a name that represents a database view in the report
definition. If you use an alias rather than a view name, you can easily change the
view used by a report.

Example
For example, you can create a custom daily report. If you want an interval report
with identical fields, you can copy the daily report and change the database alias
to point to an interval view.

To create a database alias


1 From the Crystal Reports window, choose Database → Database Expert.
Result: The Database Expert window appears.

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April 2004 Advanced reporting

2 In the Selected Tables box, select the database view for which you want to
create an alias name.
3 Press F2, and then type the new alias.

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Advanced reporting Standard 1.0

Creating a new report in another application

Introduction
Before you can create reports in an ODBC- or SQL-compliant application, you
must define the server in Symposium Call Center Server as a data source. You
need only perform this procedure once on the client PC.

Once the data source is defined, you can use the application to create reports.

Restriction
Reports created with this method cannot be imported into the server in
Symposium Call Center Server.

To define a data source


1 Open the application’s ODBC applet.
Example: To create a report in Microsoft Excel, open Microsoft Query.
Choose Data → Get External Data → Create New Query.
2 Define a new data source.
Example: In Microsoft Query, choose File → New. Then select <New Data
Source>.
Result: The application prompts for a data source name and driver.
3 For data source name, enter ICCM_PREVIEW_DSN.
4 For driver, select Sybase ASE ODBC.

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April 2004 Advanced reporting

5 Connect to the data source.


Result: The data source prompts for the server name, logon ID, and
password.

6 In the Server Name box, enter ICCM_PREVIEW.


7 Enter your logon ID and password.
Note: If you do not know your logon ID and password, contact your system
administrator.
Result: The new data source is defined.
8 In the Database box, select blue.
9 Click OK.
10 Save the new data source.

To create the report


Choose the columns to be included in the report. Then save the new report.

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Advanced reporting Standard 1.0

Importing a report created in Crystal Reports

Introduction
Follow this procedure to import a report template you created in Crystal Reports
into Symposium Call Center Server. You can import reports using the
Symposium Call Center Server Classic Client or using Symposium Call Center
Web Client (refer to the Symposium Web Client online Help for more
information about importing reports using Symposium Web Client).

Nortel Networks does not support importing report templates that include
references to other data sources (for example, references to Microsoft Access
databases are not supported). Reports may include data from more than one
database view; however, these views must be linked in the manner documented
in this guide (for more information, see “Linking views” on page 97). The use of
unlinked views in subreports is not supported.

CAUTION

Risk of data loss


.

Do not move the template file after you import the report. If you
do move the file, the server cannot find the report, and you must
import it again.

Restrictions
 Reports created in other applications cannot be imported.
 Report templates that include references to other data sources (other than
the Symposium Call Center Server database) cannot be imported.

Limitations
 There are limitations on the way in which the reports application handles
user-created reports that contain subreports and use the timestamp field. For
more information, see “Limitations with subreports” on page 60.

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To import a user-created Crystal Report


1 From the SMI window, choose Reports & Displays → Reports.
Result: The Reports window appears.

2 Choose File → Import User-created Report.


Result: The Import a User-created Crystal Report dialog box appears.

3 In the Specify full path and report name box, enter the path to the report
that you want to import, or click Browse to search for the correct path.
4 In the Database alias and Timestamp field box, enter the Symposium Call
Center Server database alias you assigned in Crystal Reports.

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Advanced reporting Standard 1.0

Notes:
 If you select the Configuration only option, you do not need to specify an
alias.
 To determine the alias of a database, open the report in Crystal Reports
and choose Database → Set Alias.
 The Timestamp field is not required for a configuration report.
5 Select the type of data the report collects.
Note: Call-by-call reports take much longer to generate than do reports that
collect other types of data.
6 Click Import.
Result: The report is added to the list in the Reports window.
7 To modify the Schedule, Data Range, and Output Options property pages,
see the Supervisor’s Guide.

Note: You can also import reports using Symposium Call Center Web Client.
Refer to the Symposium Call Center Web Client online Help for more
information about importing reports.

Limitations with subreports


If you are importing user-created reports that contain subreports, there are some
limitations due to the way the Symposium Call Center Server reports application
handles the timestamp filter. The application does not automatically pass the
filter into the subreports. Therefore, unless the timestamp fields in the subreports
are linked to the container report, the subreports will not be filtered based on the
timestamp range provided.

This section describes the process of linking subreport timestamp fields and
outlines the limitations imposed.

Timestamp field
When you import a report, you must configure a timestamp field. This allows
the date and time entered in the report application to be used to filter the data
provided on the report. (For configuration reports, a timestamp field is not
required, since the data is not time-specific).

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When reports are generated, the timestamp filter is only applied to the main
(container) report and not passed into any subreports. To filter the data on the
subreports by the same timestamp field as the container report, the timestamp
field on each subreport must be linked to the container report’s timestamp field.

Positioning linked subreports on the container report


The position of the linked subreport on the container report is important to
ensure that all subreports run for each of the timestamps on the container report.
To ensure that each timestamp in the container report is passed into the
subreports, all linked subreports should appear in the details area of the
container report.

Limitations
Because the subreports must appear in the details section of the container report,
the subreports will be generated for each timestamp field (rather than running
for the whole time interval passed into the main report). This limits the
capabilities of the subreports as each subreport will generate reports based on a
single database record.

Therefore, subreports cannot be used if the report needs to work on multiple


database records within a range of timestamps.

Linking subreport timestamp fields


Use the following steps to link the timestamp field on the container report to the
timestamp field on each subreport.
1 While viewing the container report, choose Edit → Subreport Links. This
menu item is only available when viewing the container report.
Result: The Subreport Links window appears.
2 Select the first subreport from the drop-down list.
3 In the Available Fields box, select the container report timestamp field that
will be used when importing the report.
4 Press the right arrow button to move the field to the Field(s) to link to list.
5 In the field link section at the bottom of the window, ensure that the Select
data in subreport based on field checkbox is selected and that the field
displayed is the correct timestamp field for the subreport.

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Advanced reporting Standard 1.0

Result: The completed window resembles the following example:

6 Repeat steps 2 to 5 for each subreport, and then click OK.

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Adding customized formulas in Crystal


Reports

Introduction
Follow this procedure to insert the following formulas in your reports:
 customized formulas
 special formulas defined for use with Symposium Call Center Server

The latter include the following formulas:

@company_name the name of the company, as defined on the General –


Report Properties property page

@report_interval the collection period for the report

@report_title the title of the report, as defined on the General – Report


Properties property page

@report_user the logon ID of the user who printed the report

@site_id the name of the site; to change the site name, see the
Supervisor’s Guide

For more information about formulas, see the Formula Editor topic in the
Crystal Reports online Help. (This topic is available from the Help Index.
Search for “Formula Editor.”)

To add customized formulas to a report


1 In Crystal Reports, open the report you want to customize.
2 In the Field Explorer, select Formula Fields.

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3 Click the right mouse button, and then choose New.


Result: The Formula Name window appears.

4 Enter the name of the formula (for example, @report_interval).


5 Click OK.
Result: The formula is added to the Formula fields list.

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Creating a custom report to export data to


Record format

Introduction
To improve the readability of the reports and reduce the number of pages
generated, the following options are applied to some of the fields in the report
templates:
 suppress
 conditionally suppress
 hide
 conditionally hide

These options are not supported by the Record output format. As a result, when
you output reports to Record format, some data is not exported. To export this
data to Record format, create a new custom report and disable these options.

Note: Static data (row and column headings) cannot be exported to Record
format. For more information, see What’s New in Release 5.0.

To create a custom report


1 Obtain the following information:
 the name and location of the report template to be updated
 the name of the database table the template uses
To do so, run the report from the Reports application in the Symposium Call
Center Server client application. The name and location of the report
template appears in the footer (for example, “c:\Program Files\Nortel
Networks\Symposium Call Center Server\client\en\RPT\IMSKILL1.rpt”).
The database table name appears in the upper left corner, after the label
“Table Name.”
Note: Separate templates are used for the interval, daily, weekly, and
monthly versions of each report. Follow this procedure to change each
template you want to be able to use to output Record format data.

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Advanced reporting Standard 1.0

2 If you do not already have a folder to store your custom reports, create one.
This helps ensure that you do not delete or change the standard reports
shipped with the client.
3 Copy the template file you want to change to the folder containing your
custom reports. To do so, follow these steps:
a. Open Windows Explorer.
b. Browse to the path specified in the report footer, and then select the
template file.
c. Choose Edit → Copy.
d. Select the folder containing your custom reports.
e. Choose Edit → Paste to copy the template to this folder.
4 Rename the template file. Choose a name that identifies the purpose of the
new report.
5 Using Crystal Reports, open the new template file.
Note: The following steps and screen shots are based on Crystal Reports
version 9.

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6 Choose Report → Expert.


Result: The Section Expert dialog box appears.

7 Select a section you want to include in the report.


8 If the Suppress (No Drill-Down) or Hide (Drill-Down OK) check boxes are
checked, uncheck them.
9 If the Suppress (No Drill-Down) or Hide (Drill-Down OK) properties have a
formula (that is, if the button appears beside these fields), remove the
formula by following these steps:
a. Click the button.
Result: The Formula Workshop - Format Formula Editor window
appears.

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Advanced reporting Standard 1.0

b. Delete the formula.


c. Click the Save and Close Icon ( ).
10 Import the report following the instructions in “Importing a report created in
Crystal Reports” on page 58.
Under Report is based on the following data, select the report type. If the
original report name contains “Config,” choose Configuration only. For other
reports, use Other statistical data.
If you set the data type to Other statistical data, you must specify a
database alias name. Enter the table name obtained in step 1, replacing
the first character with an “i.” For example, if the Table name is
“dSkillsetStat,” enter “iSkillsetStat.” (The reports use database aliases to
point to the correct table.)

You can now run or schedule this report like any other user-defined report.

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Section B: Filter sets

In this section
Overview 70
Configuring the client 71
Creating filter sets 74

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Advanced reporting Standard 1.0

Overview

The filter sets feature allows you to select the sites and resources to be included
in a network consolidated report. Filter sets are only applicable to networking
(available for M1/Succession 1000 only). After you create a filter set, you can
use it whenever you generate a report (for more information about using filter
sets in reports, see the Supervisor’s Guide). You can create multiple filter sets,
selecting different sets of sites and resources for reporting.

The filter sets application (NICSETS.exe) is located in the path


..\Program Files\Nortel Networks\Symposium Call Center Server\Client\.

Filter sets are stored in a dedicated Microsoft Access database (RptSets.mdb),


which is located on the NCC server.

CAUTION

Risk of data loss


.

The filter sets database, RptSets.mdb, is not backed up


automatically on the NCC server. The administrator
should back it up periodically.

Before you can use filter sets, you must do the following:
1. Configure the NCC. For more information, refer to the Network Control
Center Administrator’s Guide.
2. Configure the data source on the client (see the following section).

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Configuring the client

Introduction
Before you can work with filter sets on a client PC, you must configure the filter
sets data source (ReportSets) on the client.

To configure the data source information on the client


1 From the Control Panel, choose ODBC Data Sources.
Result: The ODBC Data Source Administrator dialog box appears.

2 Click the System DSN tab.

Historical Reporting and Data Dictionary 71


Advanced reporting Standard 1.0

3 Click Add.
Result: The Create New Data Source dialog box appears.

4 Select Microsoft Access Driver.


5 Click Finish.
Result: The ODBC Microsoft Access Setup window appears.

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April 2004 Advanced reporting

6 In the Data Source Name box, type ReportSets.

CAUTION

Risk of malfunction
If ReportSets is not typed correctly, you cannot create or view the
.

filter sets. Note that this name is case-sensitive.

7 In the Description box, type a description.


8 Click Select.
Result: The Select Database window appears.

9 In the Database Name box, enter the network path of the RptSets.mdb
database shared from the NCC server. Alternatively, you can map the
shared drive and fill in the corresponding path in the Database Name box.
10 Click OK.
11 Click OK in the Setup dialog box.

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Advanced reporting Standard 1.0

Creating filter sets

Introduction
After configuring the client, you use NICSETS.exe to create the filter sets to be
used for your reports.

Note: Filter sets are only applicable to networking (available for M1/Succession
1000 only).

To start the filter sets application


1 Browse to ..\Program Files\Nortel Networks\Symposium Call Center
Server\Client\, and then double-click NICSETS.exe.
Result: If this is the first time you are launching the application, a dialog
box prompts you for NCC information. If this is not the first time, you are
prompted for the User ID and password (go to step 3).

2 Enter the Site Name and CLAN IP Address for the NCC.
The filter sets application uses this information to access the NCC
databases.
Note: After you enter the NCC information once, this dialog box does not
appear again. However, you can change the NCC information by choosing
File → Change NCC Info. When you change the NCC information, you do
not change the way the client accesses the filter sets database. If you want

74 Symposium Call Center Server


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the client to access the filter sets of a different NCC server, you must
manually update the DSN path using the ODBC administrator.
Result: The program prompts you for your User ID and Password.

3 Enter a Symposium Call Center Server user ID and password.


Note: You can click Guest User to log on as a guest user. The Guest User
has view-only access; it can view filter sets, but it cannot change them.
Result: Once you have logged on, a window listing the filter sets appears.

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Advanced reporting Standard 1.0

To add a new filter set


1 Choose File → New Set.
Result: The Select Type dialog box appears.

2 Choose the appropriate resource type, and then click Edit Set Contents.
Result: The Filter Set Criteria dialog box for the selected resource
appears. The dialog box lists all server sites that are configured under the
NCC server. When you click on a server site, the available resources from
that site appear for you to select.

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3 Select the desired resource items, and then click Save.


Note: If a server is down, the program cannot retrieve information about the
site. When this happens, a message appears informing you which servers
cannot be contacted.

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78 Symposium Call Center Server


Chapter 3

Frequently asked questions

In this chapter
Overview 80
Pegging questions 81
Questions about custom reports 85

Historical Reporting and Data Dictionary 79


Frequently asked questions Standard 1.0

Overview

This chapter contains frequently asked questions about Symposium Call Center
Server statistics pegging and custom reports. The information in this section can
also help you troubleshoot any problems with your reports.

80 Symposium Call Center Server


April 2004 Frequently asked questions

Pegging questions

Can we change the length of the interval from 15 minutes to 60?


The interval length is not configurable. It is fixed at 15 minutes.

How are ACD statistics sent to the server?


Symposium Call Center Server does not report on statistics relating to the ACD
queue. The server does not have delay or abandon information for ACD calls.

However, the server can provide the following statistics for ACD calls presented
to a phoneset that has been acquired by the server:
 the number of ACD calls answered
 the number of ACD calls conferenced and transferred
 the amount of time spent on ACD calls

You can also map each ACD-DN to a dummy skillset. All calls to that ACD-DN
that are answered on a phoneset acquired by the server are pegged against the
dummy skillset. (If you do not map an ACD-DN, calls to that ACD-DN are
pegged against the Default_ACD_Skillset.)

Why does CallsOffered not equal CallsAnswered plus


CallsAbandoned?
This can occur for two reasons:
 A call pegs as offered in the interval when it is first processed by the Master
script. It pegs as answered when the call is answered, or it pegs as
abandoned when the call is released.
 A call that is offered to a Symposium Call Center Server agent (that is, an
agent who is configured on the server) can be
 answered

 abandoned

 given a treatment, such as Force Disconnect, Overflow, Route To, or


Default

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Frequently asked questions Standard 1.0

You can create a custom formula to account for all calls given a treatment
(this formula varies depending on the types of treatments you use). When
you add this custom formula to CallsAnswered and CallsAbandoned, the
result should be close to CallsOffered. (The result may not be equal to
CallsOffered if calls were offered in one interval, and answered,
abandoned, or given a treatment in another.)

Why do agent activity times not add up to logon time?


All agent state timers are maintained independently. For example, the following
events occur:

9:00:00 The agent logs on.

9:00:10 The agent answers a DN call from an internal number.

9:00:20 The agent places the DN call on hold and answers a Symposium
Call Center Server call.

9:01:20 The agent releases the Symposium Call Center Server call and
resumes the DN call.

9:01:30 The agent releases the DN call and logs off.

At the end of this period, the agent timers have the following values:

LoggedInTime 90 seconds

WaitingTime 10 seconds

DNInCallsTalk Time (DMS/MSL-100) or 80 seconds


DNIntInCallsTalkTime (Meridian 1/Succession 1000)

TalkTime 60 seconds

The total activity time for the agent, as calculated below, exceeds the agent
logon time of 90 seconds.

WaitingTime + DNInCallsTalkTime or DnIntInCallsTalkTime + TalkTime


= 10 + 80 + 60
= 150 seconds

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April 2004 Frequently asked questions

Similarly, on the Meridian 1/Succession 1000 switch, a phoneset may contain


multiple DN keys. If an agent answers a DN call, places it on hold, and makes
another DN call, both DN hold time and DN talk time are pegged for the same
period.

What is the difference between ReturnedToQ and


ReturnedToQDueToTimeout?
Calls are pegged as ReturnedToQ under the following conditions:
 An agent manually returns the call to the queue.
 An agent presses a key just as a call is being presented (this should only
occur rarely).

Calls are pegged as ReturnedToQDueToTimeout if they are not answered within


a period of time specified in the agent’s call presentation class.

What is the difference between service level threshold for an


application and service level threshold for a skillset?
In the application statistics, wait time for calls abandoned and answered is
calculated from the time the call is handed off by the Master script to a primary
application. As a result, it includes the time required for the caller to navigate
menus and listen to recorded announcements. When you calculate the service
level for an application threshold class, you must allow for this time.

In the skillset statistics, wait time for calls abandoned and answered is calculated
from the time the call is queued to the skillset. It does not include the time
required for the caller to navigate menus and listen to recorded announcements.

Why is my service level 0%?


If no calls are answered or abandoned during an interval, the service level is 0%
(that is, zero calls are answered within the service level threshold).

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Frequently asked questions Standard 1.0

Why is the agent name field blank on an agent statistical report?


If an agent record has been deleted, the agent name appears blank in any reports
based on the AgentPerformanceStat, AgentByApplication, or AgentBySkillset
views. Symposium Call Center Server pegs statistics against an agent ID, and
when you generate this report, looks up the corresponding agent name in the
database. If the agent record has been deleted, the server cannot retrieve the
agent name.

What is the reporting impact of having a primary script and skillset


with the same name?
This does not impact pegging. However, reports are easier to interpret if entities
have unique names.

What time period does the interval from 7:00 to 7:15 represent?
When you generate a report for the interval from 7:00 to 7:15, the data included
in the report includes events occurring between 7:00 and 7:14:59.

84 Symposium Call Center Server


April 2004 Frequently asked questions

Questions about custom reports

What is the maximum number of custom reports I can create?


Symposium Call Center Server does not limit the number of reports you can
create.

What join type do I use to join tables in Crystal Reports?


When you link views to generate a custom report, use the Left Outer [=(+), *=]
join type.

Can I import reports using Symposium Web Client?


You can import custom reports using Symposium Call Center Web Client. Refer
to the Symposium Call Center Web Client online Help for more information
about importing reports.

Historical Reporting and Data Dictionary 85


Frequently asked questions Standard 1.0

86 Symposium Call Center Server


Chapter 4

Data dictionary

In this chapter
Overview 88
Section A: Summarized historical statistics 91
Section B: Event statistics 235
Section C: Configuration views 263

Historical Reporting and Data Dictionary 87


Data dictionary Standard 1.0

Overview

Introduction
The Symposium Call Center Server database is an open database; you can
access the data in this database with any SQL- or ODBC-compliant application.
You can use the data in many ways, including the following:
 Import it into a spreadsheet for manipulation.
 Import it into your corporate database.
 Generate customized reports using Crystal Reports or another reporting
application.

This chapter describes the data that is available to you.

Types of data
This chapter describes the following types of data:
 summarized historical statistics—statistics accumulated over a period of
time (15-minute interval, daily, weekly, or monthly)
 event statistics—statistics that report each occurrence of an event
 configuration data—information about the configuration of your server

Database views
Summarized historical statistics, event statistics, and configuration data are
accessible through database views. A database view is a logical representation of
the database, used to organize the information in the database for your use.

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Statistical field types


The following table describes the field types used in the statistics descriptions in
this chapter. For each type, it provides a range of valid values and a size:

Field type Description Value range Length

binary binary data n/a n bytes, data


dependent

char fixed character n/a n bytes


length

datetime time stamp Jan 1, 1753 to 8 bytes


Dec 31, 9999

int integer -2 147 483 648 to 4 bytes


2 147 483 647

smalldatetime time stamp Jan 1, 1900 to June 6, 4 bytes


2079

smallint small integer -32 768–32 767 2 bytes

tinyint tiny integer 0–255 1 byte

varchar variable length n/a n bytes, data


character dependent

Resource usage
When you generate reports or export data from the database, you use system
resources, including server CPU and LAN bandwidth. To calculate resource
requirements for a specific application, refer to the Planning and Engineering
Guide.

Note: If you are generating large reports or exporting large amounts of data, do
so at off-peak times.

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Data dictionary Standard 1.0

90 Symposium Call Center Server


April 2004 Data dictionary

Section A: Summarized historical


statistics

In this section
Overview of summarized historical statistics 92
Types of views 94
Linking views 97
Types of calls 102
ActivityCodeStat views 106
AgentByApplicationStat views 114
AgentBySkillsetStat views 122
AgentPerformanceStat views 130
ApplicationStat views 157
CDNStat views 178
DNISStat views 182
IVRPortStat views 190
IVRStat views 195
NetworkInCallStat views 200
NetworkOutStat views 207
RANMusicRouteStat views 214
RouteStat views 217
SCCSDBSpace views 221
SkillsetStat views 223
TrunkStat views 231

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Data dictionary Standard 1.0

Overview of summarized historical statistics

Introduction
Summarized historical statistics are accumulated over a period of time (15-
minute interval, daily, weekly, or monthly). For example, summarized historical
statistics can tell you the number of calls answered during a 15-minute interval.

These statistics are used in standard and user-defined reports. You can also
include these statistics in your user-created reports.

Database views
Summarized historical statistics are accessible through database views. A
database view is a logical representation of the database, used to organize the
information in the database for your use.

Data collection option


When you configure Historical Statistics Collection, you can choose whether to
collect statistics in each of the following statistics groups:
 activity code statistics
 agent by application statistics
 agent by skillset statistics
 agent performance statistics
 application statistics
 CDN statistics
 DNIS statistics
 IVR port statistics (Meridian 1/Succession 1000 switch)
 IVR queue statistics (Meridian 1/Succession 1000 switch)
 network call-by-call statistics (NSBR option)
 network incoming call statistics (NSBR option)
 network outgoing call statistics (NSBR option)

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 RAN and music route statistics


 route statistics (Meridian 1/Succession 1000 switch)
 skillset statistics
 trunk statistics (Meridian 1/Succession 1000 switch)

You can enable or disable data collection for one of these groups at any time
while the system is running.

IVR transfers
If you are using Meridian Mail, CallPilot, or another IVR system that uses a
two-stage transfer (IVR Transfer), rather than a hook-flash transfer, the
CallsOffered statistic is pegged each time a call is transferred by the IVR
system.
Your ApplicationStat view may contain the following statistics:

CallsOffered = 1000
CallsAnswered = 600
IVRTransferred = 400

In this case, although CallsOffered is 1000, the number of calls from outside
callers is actually 600.

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Types of views

Introduction
Summarized historical statistics are available in interval, daily, weekly, and
monthly views.

Interval views
The server accumulates interval statistics for 15 minutes. At the end of the
15-minute interval, the server creates a new record in the database for each
entity (or combination of entities). The new record contains the summarized
statistics for that entity for that interval. (The statistics collected depend on the
type of entity.) The time-stamp field of the new record is in the format YYYY/
MM/DD HH:MM:00:00, where MM is 00, 15, 30, or 45.

For example, to record agent by skillset statistics, the server creates a record for
each skillset for which an agent answered calls during the interval just ended.

Note: Interval statistics are not available until after the interval ends. If you shut
down the server without properly shutting down the Symposium Call Center
Server services, data for the current interval is lost.

Interval views begin with the prefix i.

Daily views
Immediately after the end of the business day (that is, at 12:00 a.m. the next
day), the server sums all of the interval records for the day, and creates
corresponding daily records. The time-stamp field of the daily records is in the
format YYYY/MM/DD 00:00:00:00.

Note: Daily statistics are not available until the beginning of the next day.

Daily views begin with the prefix d.

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Weekly views
After the end of the first day of the week (that is, at 12:00 a.m. of the next day),
the server creates weekly records that contain each of the daily totals. After the
end of each subsequent day in the week, the server adds the day’s totals to the
fields in the weekly records. The time-stamp field of the weekly records is in the
format YYYY/MM/DD 00:00:00:00, where DD is the first day of the week.

Notes:
 Weekly statistics are not available until the beginning of the next week.
 The first day of the week is configurable in the Historical Statistics
Configuration.

Weekly views begin with the prefix w.

Monthly views
Immediately after the end of the first day of the month (that is, at 12:00 a.m. of
the next day), the server creates monthly records that contain each of the daily
totals. After the end of each subsequent day in the month, the server adds the
day’s totals to the fields in the monthly record. The time-stamp field of the
monthly records is in the format YYYY/MM/DD 00:00:00:00, where DD is 01.

Note: Monthly statistics are not available until 12:00 a.m of the first day in the
next month.

Monthly views begin with the prefix m.

When statistics are cumulated


The following table shows when different types of statistics are cumulated and
become available for reporting:

Type When cumulated

interval every 15 minutes

daily immediately after the end of the day (that is, at 12:00 a.m. the
next day)

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Type When cumulated

weekly immediately after the end of the week (that is, at 12:00 a.m. on
the first day of the next business week)

monthly immediately after the end of the month (that is, at 12:00 a.m.
on the first day of the next month)

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Linking views

Introduction
Linkages between database views allow you to generate customized reports that
combine statistics from two or more views. You can only combine views that
share a linkage key. If you combine views that do not share a linkage key, the
resulting statistics are meaningless and misleading.

If several views use the same linkage key, you can create a report combining all
of those views.Introduction

If the SQL queries you are using perform calculations such as Max, Min, Sum,
or Avg, use the Group By statement to ensure that the joined view does not
contain duplicated data.

Example
BestAir’s call center administrator wants to create a report containing the
following statistics for each agent:
 CallsAnswered
 CallsOffered
 TalkTime

The AgentPerformanceStat view provides CallsAnswered and CallsOffered


statistics, but it does not provide TalkTime statistics. The
AgentByApplicationStats view provides CallsAnswered and TalkTime statistics,
but it does not provide CallsOffered statistics. To obtain all of these statistics,
the administrator must use both of these views.

The following tables provide examples of statistics for these views:

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AgentPerformanceStat view

Timestamp UserID CallsAnswered CallsOffered

13:00 31/10/2003 6709 8 9

13:00 31/10/2003 6761 5 5

AgentByApplicationStat view

Timestamp UserID ApplicationID CallsAnswered TalkTime

13:00 31/10/2003 6709 10000 6 400

13:00 31/10/2003 6709 10001 2 100

13:00 31/10/2003 6761 10000 5 300

From the AgentPerformanceStat view, you can see that the number of
CallsAnswered for UserID 6709 is 8. The AgentByApplicationStat view tells
you that six of these calls were answered for Application ID 10000, and two
calls were answered for ApplicationID 10001.

Proper join
To obtain correct grand totals, you must use the following SQL query:
(select a.Timestamp, a.UserID, max (a.CallsAnswered),
max(a.CallsOffered), sum(b.CallsAnswered),
sum(b.TalkTime)
from iAgentPerformanceStat a, iAgentByApplicationStat
b
where a.Timestamp = “13:00 3/10/2003”
and b.Timestamp = “13:00 3/10/2003”
and a.Timestamp = b.Timestamp
and a.Userid = b.UserId
group by a.Timestamp, a.UserId
)

This SQL query uses Timestamp and UserID as linkage keys. The “group by”
statement creates a record for each unique combination of Timestamp and
UserID, rather than for each unique combination of Timestamp, UserID, and
ApplicationID.

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This query takes the CallsAnswered and CallsOffered fields from


iAgentPerformanceStat, and the CallsAnswered and TalkTime fields from
iAgentByApplicationStat. The query takes the maximum value for the
iAgentPerformanceStat statistics and the sum of the values for each agent for the
iAgentByApplicationStat statistics. The “group by” statement is essential to
obtaining the correct results.

The following table shows the resulting statistics:

Calls Calls
Timestamp UserID Answered CallsOffered Answered TalkTime

13:00 31/10/2003 6709 8 9 8 500

13:00 31/10/2003 6761 5 5 5 300

The grand totals are correct:


 CallsAnswered = 8 + 5 = 13
 CallsOffered = 9 + 5 = 14
 TalkTime = 500 + 300 = 800

Elimination of the “group by” statement causes the CallsOffered field to be


counted multiple times for some agents. Each agent’s total CallsAnswered is
multiplied by the number of applications for which the agent answered calls.
Therefore, it only provides correct results if each agent answered calls for only
one application.

The following simple join illustrates this problem:

Simple join
The simplest join uses the following SQL query:
(select a.Timestamp, a.UserID, b.ApplicationID,
a.CallsAnswered, a.CallsOffered, b.CallsAnswered,
b.TalkTime
from iAgentPerformanceStat a, iAgentByApplicationStat
b
where a.Timestamp = “13:00 3/10/2003”
and b.Timestamp = “13:00 3/10/2003”

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and a.Timestamp = b.Timestamp


and a.Userid = b.UserId
)

This query uses the Timestamp and UserId fields as linkage keys for the two
views. It creates a record for each unique combination of Timestamp, UserID,
and ApplicationID in iAgentByApplicationStat. For each record in
iAgentByApplicationStat, it finds the record with a matching UserID and
Timestamp in iAgentPerformanceStat. The new record contains the Timestamp
and UserID, the CallsAnswered and CallsOffered fields from
iAgentPerformanceStat, and the CallsAnswered and TalkTime fields from
iAgentByApplicationStat.

The following table shows the resulting statistics:

Application Calls Calls Calls Talk


Timestamp UserID ID Answered Offered Answered Time

13:00 31/10/ 6709 10000 8 9 6 400


2003

13:00 31/10/ 6709 10001 8 9 2 100


2003

13:00 31/10/ 6761 10000 5 5 5 300


2003

Each entry contains two CallsAnswered fields. One field contains the calls
answered by the agent; the other field contains the calls answered by the agent
for the application. Grand totals of the two CallsAnswered fields produce the
following results:
 8 + 8 + 5 = 21
 6 + 2 + 5 = 13

The second total is correct (13). The first total counts agent 6709’s
CallsAnswered twice, because it multiplies the agent’s total CallsAnswered by
the number of applications for which the agent answered calls. The result is
correct only if each agent answered calls for only one application.

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The grand total of the CallsOffered field is 9 + 9 + 5 = 23. Again, this total is
misleading because the agent’s total CallsOffered is included twice.

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Types of calls

Introduction
The call types described on this page and the following pages are referred to in
the descriptions of database views.

Symposium Call Center Server calls


Symposium Call Center Server calls are calls that
 arrive at a CDN that is acquired by Symposium Call Center Server
 are presented to the Incalls key of a phoneset that is acquired by
Symposium Call Center Server

Local Symposium Call Center Server calls are calls that arrive at a CDN
configured as a local CDN; network Symposium Call Center Server calls are
calls that arrive at a CDN configured as a network CDN (that is, incoming calls),
or calls that are offered to a remote site by the local server (that is, outgoing
calls).

Note: Unless otherwise specified, Symposium Call Center Server calls include
both local and network calls.

Tracking
Symposium Call Center Server calls are tracked from the time that a call
notification message arrives from the switch until the call is
 abandoned
 routed to the default DN
 given Force Disconnect command
 given Busy treatment
 given Overflow treatment
 given Queue to NACD treatment

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 given Queue to Network Skillset treatment, and then


 abandoned

 answered

 reaching a non-ISDN trunk

 treated by the Network script at the remote site

 released
 transferred or conferenced out by an agent or resource

ACD calls
ACD calls are calls to an Automatic Call Distribution Directory Number (ACD-
DN) that are presented to a phoneset that is acquired by Symposium Call Center
Server. ACD calls are distributed to agents in an ACD group based on the
routing table defined on the switch.

Notes:
 Networking statistics only contain calls controlled by the server. They do
not include ACD calls.
 On the DMS/MSL-100 switch, ACD call statistics include networked calls.

Tracking
For ACD calls, the server does not record information about call activity on the
switch. ACD calls are tracked from the time that they are answered at a phoneset
acquired by Symposium Call Center Server. Therefore, the server does not
record the following statistics for ACD calls:
 calls offered
 calls waiting
 calls abandoned (and abandon delay)
 calls returned to queue

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NACD calls
NACD calls arrive at the server via a network ACD-DN and are presented to a
phoneset acquired by Symposium Call Center Server.

Notes:
 Delay and abandon statistics are not available for NACD calls.
 On the DMS/MSL-100 switch, Symposium Call Center Server cannot
distinguish between ACD and networked calls. Networked calls are pegged
as ACD calls in Symposium Call Center Server.

Tracking
For NACD calls, the server does not record information about call activity on
the switch. NACD calls are tracked from the time that they are answered at a
phoneset acquired by Symposium Call Center Server. Therefore, the server does
not record the following statistics for ACD calls:
 calls offered
 calls waiting
 calls abandoned (and abandon delay)
 calls returned to queue

DN calls
DN calls are presented to the DN key of a phoneset that is acquired by
Symposium Call Center Server. DN calls are usually personal calls. The server
only pegs DN calls in the AgentPerformanceStat views. Activity code and
application statistics do not include DN calls.

Tracking
DN calls are tracked from the time that they are answered. The server does not
track activity for calls automatically redirected by the switch, including
 hunting
 call forward—busy
 call forward—all calls
 call forward—no answer

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Note: For the DMS/MSL-100 switch, only one DN key can be configured in the
Phoneset Properties sheet and monitored by Symposium Call Center Server.
Activity on other DN keys is not reported.

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ActivityCodeStat views

Introduction
Activity code statistics provide accounting information based on a combination
of activity code, agent, and application call information. These statistics allow
you to monitor agents’ work and time distribution within their working hours.

On the Meridian 1/Succession 1000 switch, activity code statistics include


statistics for Not Ready reason codes. Agents enter these codes when they go
into Not Ready state.

Notes:
 The server does not record activity time for DN calls.
 On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.

Definition: Activity code


An activity (or Line of Business) code identifies the type of call being answered.
For example, your call center manager can define activity codes to identify
sales, service, or support calls.

Definition: System default activity code


This is the activity code against which calls are pegged if an agent does not enter
an activity code.

Requirements
 Define activity codes on the server in Symposium Call Center Server. If
you do not do this, activity codes statistics are collected, but
ActivityCodeName is blank.
 Configure the server to collect activity code statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all activity codes; you cannot configure
the system to collect statistics for selected activity codes.

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Database views
 iActivityCodeStat
 dActivityCodeStat
 wActivityCodeStat
 mActivityCodeStat

Pegging (Meridian 1/Succession 1000)


For the interval in which a call is answered, if this is the first activity code
entered for the call, activity time starts when the call is answered. For
subsequent activity codes entered during that interval, and for subsequent
intervals, activity time starts when the agent enters the activity code.
Activity time stops when the agent enters a new activity code or when the call
ends.

Example 1: Activity code entered in first interval


For this example, the following events occur:

09:05:00 Agent answers call

09:11:00 Agent enters activity code 1234

09:14:00 Agent enters activity code 3456

09:23:00 Agent enters activity code 5678

09:26:00 Call ends

Activity code statistics are pegged as follows:

Interval ActivityCode Occurrences ActivityTime (min.)

09:00:00 1234 1 9

3456 1 1

09:15:00 3456 0 8

5678 1 3

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Example 2: Activity code entered in second interval


For this example, the following events occur:

09:05:00 Agent answers call

09:21:00 Agent enters activity code 1234

09:33:00 Call ends

Activity code statistics are pegged as follows:

Interval ActivityCode Occurrences ActivityTime (min.)

09:00:00 0 (system default) 1 10

09:15:00 0 (system default) 0 6

1234 1 9

09:30:00 1234 0 3

Pegging (DMS/MSL-100)
Activity time for an activity code is calculated and pegged when a new activity
code is entered or when the call ends.

Example 1: Activity code entered in first interval


For this example, the following events occur:

09:05:00 Agent answers call

09:11:00 Agent enters activity code 123

09:14:00 Agent enters activity code 345

09:23:00 Agent enters activity code 567

09:26:00 Call ends

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Activity code statistics are pegged as follows:

Interval ActivityCode Occurrences ActivityTime (min.)

09:00:00 0 (system default) 1 6

123 1 3

09:15:00 123 0 15

09:30:00 345 1 8

567 1 3

Example 2: Activity code entered in second interval


For this example, the following events occur:

09:05:00 Agent answers call

09:21:00 Agent enters activity code 123

09:33:00 Call ends

Activity code statistics are pegged as follows:

Interval ActivityCode Occurrences ActivityTime (min.)

09:00:00 0 (system default) 1 10

09:15:00 0 (system default) 0 15

09:30:00 123 1 3

Field descriptions
ActivityCode
Description: A unique identifier for an activity code, as defined on the Activity
Code Properties property sheet.
Type: varchar
Length: 32

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ActivityCodeName
Description: The name of the activity code, as defined on the Activity Code
Properties property sheet.
Type: varchar
Length: 30

ActivityTime
Description: The total call time that was charged to this activity code by this
agent.
Triggers: For the first activity code entered during a call, activity time begins
when the call is answered. For subsequent activity codes, activity time begins
after the agent presses the Activity or LOB key and enters the activity code.
Activity time ends when the call is released or the agent enters a new activity
code.
Type: int
Length: 4

ActivityShortName
Description: Stores the short name for the activity code.
Type: varchar
Length: 30

AgentGivenName
Description: The given or first name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Triggers: A logon is pegged after the agent enters a logon ID and (if required) a
logon password.
Type: varchar
Length: 16

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AgentSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

Application
Description: The name of the application, as defined on the Application
Properties property sheet.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application. Statistics for Not Ready reason codes are pegged
against the System_Application.
Type: varchar
Length: 30

ApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4

Occurrences
Description: The number of times this activity code was entered by an agent.
Multiple activity codes (up to three for a DMS/MSL-100 switch) may be entered
during a single call.
Pegging: An occurrence is pegged after the agent presses the Activity or LOB
key and enters this activity code.
Type: int
Length: 4

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Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time that the statistic was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16

Linkages with other statistics groups


You can link activity code statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

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The following table shows the statistics groups to which activity code statistics
can be linked, as well as the data fields used as linkage keys.

Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom report


using THEN the linkage key data field is

AgentByApplicationStat Timestamp
UserID
ApplicationID
AgentBySkillsetStat Timestamp
UserID
AgentPerformanceStat Timestamp
UserID
ApplicationStat Timestamp
ApplicationID
SkillsetStat Timestamp
ApplicationID
NetworkInCallStat Timestamp
ApplicationID
NetworkOutStat Timestamp
ApplicationID

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AgentByApplicationStat views

Introduction
Agent by application statistics provide summarized performance information for
a Symposium Call Center Server agent. You can use these statistics to monitor
an agent’s contribution to an application.

The data fields are pegged based on a combination of application and agent
activities.

Note: These statistics do not include DN calls.

Requirements
 Configure the server to collect agent by application code statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.

Database views
 iAgentByApplicationStat
 dAgentByApplicationStat
 wAgentByAppliationStat
 mAgentByApplicationStat

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Field descriptions
AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.

AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties page.
Type: varchar
Length: 16

AgentSurName
Description: The last or surname of the agent, as defined on the General – User
Properties page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.

Application
Description: The name of the application for which the agent answered the call,
as defined on the General – Application Properties property page.
Type: varchar
Length: 30

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ApplicationID
Description: A unique identifier for the application for which the agent
answered the call, which is assigned by the server when the application is added.
Type: int
Length: 4

CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls answered by an agent for this
application.
Triggers: Call answer is pegged upon answer.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4

CallsTransferred
Description: The number of Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this application.
Triggers: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time). Note: Pegging for CallsTransferred
is not implemented for this release.
Type: int
Length: 4

ConsultTime
Description: The total time an agent spends on consult during Symposium Call
Center Server calls for this application.

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Triggers: Consult time is the duration between the caller hanging up while the
answering agent is making a consultation transfer, and the consult call being
released. Consult time starts when the agent is active on a consultative transfer
and the customer releases the call. Consult time ends when the consult call is
released.
Pegging: Consult time is pegged at the end of the interval (for calls that are
active at the end of an interval), and when the call terminates.
Type: int
Length: 4

DNOutExtTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out external calls, including hold time for this application.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutExtTalkTime is pegged against the previous answered
application that the agent took a call for. Where agent phonesets have multiple
DN keys configured, talk time can exceed 15 minutes (900 seconds) per interval.
This occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4

DNOutIntTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out internal calls, including hold time for this application.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutIntTalkTime is pegged against the previous answered
application that the agent took a call for. Where agent phonesets have multiple
DN keys configured, talk time can exceed 15 minutes (900 seconds) per interval.
This occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4

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HoldTime
Description: The total time an agent spends on hold during Symposium Call
Center Server calls for this application.
Triggers: Hold time begins when the agent places a Symposium Call Center
Server call in the Hold state. Hold time ends when the call is resumed or the call
is terminated.
Pegging: Hold time is pegged at the end of the interval (for calls that are active
at the end of the interval), and when the call terminates.
Type: int
Length: 4

PostCallProcessingTime
Description: This is the total time an agent spends performing post-call
processing. Normally, an agent uses this time to complete any work related to
the call just released, such as filling in forms or filing papers.
Triggers: Post-call processing time begins when an agent presses the Not Ready
key after completing a Symposium Call Center Server call, and ends when the
agent presses the Not Ready key again.

Note: Post Call Processing Time is calculated for the Not Ready period
immediately following a call. If the agent goes into another state after the call
(for example, by answering or receiving a DN call or logging out of the skillset),
and then goes into Not Ready state, the Not Ready time is not pegged against
PostCallProcessingTime. Also, if the agent interrupts the Not Ready period to go
into another state, and then returns to Not Ready state, the second Not Ready
period is not pegged against PostCallProcessingTime.
Type: int
Length: 4

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

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SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

TalkTime
Description: The total time an agent spends on the phoneset answering local
and incoming network Symposium Call Center Server calls, ACD calls, and
NACD calls for this application. This statistic includes hold time.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval), and when the call terminates.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

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UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16

WaitTime
Description: The total time an agent spends in the idle state after releasing a
Symposium Call Center Server call for this application.
Triggers: Wait time begins when the agent enters the idle state. Wait time is
pegged against the previous answered application that the agent took a call for.
Wait time ends when the agent leaves the idle state. If the agent leaves the idle
state for any reason other than answering a Symposium Call Center Server
routed call, wait time will continue to peg following the re-entrance to the idle
state.
Pegging: Wait time is pegged at the end of the interval (for agents that are idle
at the end of an interval), and when the agent leaves the idle state.
Type: int
Length: 4

Linkages with other statistics groups


You can link agent by application statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

The following table shows the statistics groups to which agent by application
statistics can be linked, as well as the data fields used as linkage keys.

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Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom


report using THEN the linkage key data field is
ActivityCodeStat Timestamp
UserID
ApplicationID
AgentBySkillsetStat Timestamp
UserID
AgentPerformanceStat Timestamp
UserID
ApplicationStat Timestamp
ApplicationID
SkillsetStat Timestamp
ApplicationID
NetworkInCallStat Timestamp
ApplicationID
NetworkOutCallStat Timestamp
ApplicationID

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AgentBySkillsetStat views

Introduction
Agent by skillset statistics provide summarized performance information for
Symposium Call Center Server agents. The data fields are pegged based on a
combination of skillset and agent call information.

Note: These statistics do not include DN calls.

Requirements
 Configure the server to collect agent by skillset statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.

Database views
 iAgentBySkillsetStat
 dAgentBySkillsetStat
 wAgentBySkillsetStat
 mAgentBySkillsetStat

Pegging thresholds
You can define skillset threshold classes with different values for the length (talk
time) of a short call. Then, you assign each skillset to a threshold class. The
value for short call length, then, can vary from one skillset to another. For more
information about threshold classes, refer to the Administrator’s Guide.

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Field descriptions
AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.

AgentSurName
Description: The last or surname of the agent, as defined on the General – User
Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.

CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls answered for this skillset.
Triggers: Calls are pegged upon answer.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
the answering skillset. ACD calls are pegged against the ACD_DN_Application
and either the skillset to which this ACD-DN is mapped on the General –

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Skillset Properties property page (if defined), or the Default_ACD_Skillset.


NACD calls are pegged against the NACD_DN_Application and either the
skillset to which this Network ACD-DN is mapped on the General – Skillset
Properties property page (if defined), or the Default_NACD_Skillset.
Type: int
Length: 4

CallsTransferred
Description: The number of Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this skillset.
Triggers: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time). Note: Pegging for CallsTransferred
is not implemented for this release.
Type: int
Length: 4

ConsultTime
Description: The total time an agent spends on consult during Symposium Call
Center Server calls for this skillset.
Triggers: Consult time is the duration between the caller hanging up while the
answering agent is making a consultation transfer, and the consult call being
released. Consult time starts when the agent is active on a consultative transfer
and the customer releases the call. Consult time ends when the consult call is
released.
Pegging: Consult time is pegged at the end of the interval (for calls that are
active at the end of an interval), and when the call terminates.
Type: int
Length: 4

DNOutExtTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out external calls, including hold time for this skillset.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.

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Pegging: DNOutExtTalkTime is pegged against the previous answered skillset


that the agent took a call for. Where agent phonesets have multiple DN keys
configured, talk time can exceed 15 minutes (900 seconds) per interval. This
occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4

DNOutIntTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out internal calls, including hold time for this skillset.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutIntTalkTime is pegged against the previous answered skillset
that the agent took a call for. Where agent phonesets have multiple DN keys
configured, talk time can exceed 15 minutes (900 seconds) per interval. This
occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4

HoldTime
Description: The total time an agent spends on hold during Symposium Call
Center Server calls for this skillset.
Triggers: Hold time begins when the agent places a Symposium Call Center
Server call in the Hold state. Hold time ends when the call is resumed or the call
is terminated.
Pegging: Hold time is pegged at the end of the interval (for calls that are active
at the end of the interval), and when the call terminates.
Type: int
Length: 4

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PostCallProcessingTime
Description: The total time an agent spends performing post-call processing.
Normally an agent uses this time to complete any work related to the call just
released, such as filling in forms or filing papers.
Triggers: Post-call processing time begins when an agent presses the Not Ready
key after completing a Symposium Call Center Server call and ends when the
agent presses the Not Ready key again.
Type: int
Length: 4

ShortCallsAnswered
Description: The total number of local and incoming network Symposium Call
Center Server, ACD, and NACD calls answered that had a talk time less than the
short call threshold assigned to the threshold class for the skillset.
Type: int
Length: 4

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Skillset
Description: The name of the skillset, as defined on the General – Skillset
Properties property page.
Type: varchar
Length: 30

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SkillsetID
Description: A unique number to identify a skillset, which is assigned by the
server when the skillset is added.
Type: int
Length: 4

TalkTime
Description: The total time spent by the agent on local and incoming network
Symposium Call Center Server calls, ACD calls, and NACD calls, including
hold time, for this skillset.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval) and when the call terminates.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

TotalStaffedTime
Description: The total time an agent was logged on and assigned to this skillset.

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Triggers: Staffed time begins when the agent logs on (if the agent is assigned to
a skillset), or after the agent is assigned to the skillset with a priority of 1 or
more, either from the Skillset – User Properties property page or with an agent
to skillset assignment. Staffed time ends when the agent logs out, is removed
from the skillset, or is put on standby for the skillset.
Type: int
Length: 4

UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16

WaitTime
Description: The total time an agent spends in the idle state after releasing a
Symposium Call Center Server call for this skillset.
Triggers: Wait time begins when the agent enters the idle state. Wait time is
pegged against the previous answered skillset that the agent took a call for. Wait
time ends when the agent leaves the idle state. If the agent leaves the idle state
for any reason other than answering a Symposium Call Center Server routed
call, wait time will continue to peg following the re-entrance to the idle state.
Pegging: Wait time is pegged at the end of the interval (for agents that are idle
at the end of an interval), and when the agent leaves the idle state.
Type: int
Length: 4

Linkages with other statistics groups


You can link agent by skillset statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

The following table shows the statistics groups to which agent by skillset
statistics can be linked, as well as the data fields used as linkage keys.

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Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom


report using THEN the linkage key data field is
ActivityCodeStat Timestamp
UserID
AgentByApplicationStat Timestamp
UserID
AgentPerformanceStat Timestamp
UserID
ApplicationStat Timestamp
ApplicationID
SkillsetStat Timestamp
SkillsetID
NetworkInCallStat Timestamp
ApplicationID
NetworkOutStat Timestamp
ApplicationID

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AgentPerformanceStat views

Introduction
Agent performance statistics provide summarized performance measurement
information for Symposium Call Center Server agents. The data fields are
pegged based on agent activities.

Requirements
 Configure the server to collect agent performance statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.

Database views
 iAgentPerformanceStat
 dAgentPerformanceStat
 wAgentPerformanceStat
 mAgentPerformanceStat

Agent state timers


All agent state timers are maintained independently. For example, the following
events occur:

9:00:00 The agent logs on.

9:00:10 The agent answers an DN call from an internal number.

9:00:20 The agent places the DN call on hold and answers a Symposium
Call Center Server call.

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9:01:20 The agent releases the Symposium Call Center Server call and
resumes the DN call.

9:01:30 The agent releases the DN call and logs off.

At the end of this period, the agent timers have the following values:

LoggedInTime 90 seconds

WaitingTime 10 seconds

DNInCallsTalk Time (DMS/MSL-100) or 80 seconds


DNIntInCallsTalkTime (Meridian 1/
Succession 1000)

TalkTime 60 seconds

The total activity time for the agent, as calculated below, exceeds the agent
logon time of 90 seconds.

WaitingTime + DNInCallsTalkTime or DnIntInCallsTalkTime + TalkTime


= 10 + 80 + 60
= 120 seconds

Similarly, on the Meridian 1/Succession 1000 switch, a phoneset may contain


multiple DN keys. If an agent answers a DN call, places it on hold, and makes
another DN call, both DN hold time and DN talk time are pegged for the same
period.

Agents and supervisors


Agents are linked to reporting supervisors. An agent can have only one reporting
supervisor at any given time. However, he or she can have a different supervisor
at different times of the day. To allow supervisors to monitor all of their
reporting agents, these statistics allow agents to be linked to multiple
supervisors.

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Transferred and conferenced calls


On the DMS/MSL-100 switch, a call is pegged as a transfer when the agent uses
the Fast Transfer key. It is pegged as a conference when the agent uses the 3WC
key.

Notes:
 A transfer or conference is pegged when an agent presses the key the
second time to complete the transfer or conference.
 On the DMS/MSL-100 switch, when an agent is in consultation with
another agent (during a transfer or conference), he or she cannot use the
Emergency or LOB keys. However, when the other agent drops off the call,
these keys become available again.

Blind transfers and conferences


Blind transfers and (on the DMS/MSL-100 switch) blind conferences are
pegged as transfers or conferences to “Other.” The Meridian 1/Succession 1000
switch does not support blind conferences (conferences that are completed
before the call is presented to the destination phoneset).

Transfers and conferences to Incalls


On the DMS/MSL-100 switch, calls that are transferred or conferenced directly
to an Incalls key are pegged as calls transferred or conferenced to Incalls. The
Meridian 1/Succession 1000 switch does not support direct transfer to or
conference with an Incalls key.

DN statistics (DMS/MSL-100 switch)


For the DMS/MSL-100 switch, only one DN key can be configured in the
Phoneset Properties property sheet and monitored by Symposium Call Center
Server. Transfers and conferences to or from other DN keys are not reported.

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Field descriptions
ACDCallsAnswered
Description: The number of ACD calls answered by the agent. On the
Meridian 1/Succession 1000 switch, this statistic includes parked ACD calls that
are returned to an agent. On the DMS/MSL-100 switch, this statistic includes
NACD calls answered.
Pegging: Answered calls are pegged upon release or (on the Meridian 1/
Succession 1000 switch) when the Call Park feature is used.
Type: int
Length: 4

ACDCallsConfToCDN
Description: The number of ACD calls that are conferenced from a phoneset
aquired by Symposium Call Center Server to a CDN acquired by the server. On
the Meridian 1/Succession 1000 switch, this statistic includes calls conferenced
to agents on a remote node. On the DMS/MSL-100 switch, this statistic includes
NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

ACDCallsConfToDN
Description: The number of ACD calls that are conferenced from a phoneset
aquired by Symposium Call Center Server to a personal or secondary DN key on
a phoneset acquired by the server. On the DMS/MSL-100 switch, this statistic
includes NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

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ACDCallsConfToIncalls
Description: The number of ACD calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to an ACD-DN and presented to a
phoneset acquired by the server, or (for the DMS/MSL-100 switch) conferenced
directly to an Incalls key on such a phoneset. On the DMS/MSL-100 switch, this
statistic includes NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

ACDCallsConfToOther
Description: The number of ACD calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind conferences and NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

ACDCallsTalkTime
Description: The total time spent on ACD calls, including hold time. On the
DMS/MSL-100 switch, this field includes talk time for NACD calls.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Type: int
Length: 4

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ACDCallsTransferredToCDN
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to a CDN acquired by the server. On
the Meridian 1/Succession 1000 switch, this statistic includes calls transferred to
agents at a remote node. On the DMS/MSL-100 switch, this statistic includes
NACD calls transferred to a CDN.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

ACDCallsTransferredToDN
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to a personal or secondary DN key
on a phoneset acquired by the server. On the DMS/MSL-100 switch, this
statistic includes NACD calls transferred.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

ACDCallsTransferredToIncalls
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to an ACD-DN and presented to a
phoneset acquired by the server, or (for the DMS/MSL-100 switch) transferred
directly to an Incalls key on such a phoneset. On the DMS/MSL-100 switch, this
statistic includes NACD calls transferred.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

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ACDCallsTransferredToOther
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind transfers and NACD calls transferred.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.

AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

AgentSurName
Description: The last or surname of the agent, as defined on the General – User
Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.

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BreakTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent
is in the Break state for all skillsets. You can configure an agent’s call
presentation class to place the agent in break state after each call.
Triggers: Break time begins when a call is released and ends when the timer
elapses.
Type: int
Length: 4

BusyMiscTime
Description: Meridian 1/Succession 1000 switch only. The total time the Incalls
key of an agent was busy because of events not related to DN calls (for example,
programming the Call Forward key or ACD call ringing).
Triggers: The following table shows when busy time begins and ends:

Busy time begins when and ends when

the agent presses the Forward key to the agent presses the Forward key again
program call forward to activate call forward.

the agent presses the DN key the agent completes dialing the number.

an ACD call is presented to the the agent answers the ACD call.
agent’s phoneset

Type: int
Length: 4

BusyOnDNTime
Description: Meridian 1/Succession 1000 switch only. The total time the Incalls
key of an agent was busy because the agent pressed the personal DN key or was
busy on a DN call.
Triggers: Busy time begins when the agent presses the DN key and ends when
the DN call is released.
Type: int
Length: 4

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CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls answered. This statistic includes NACD calls routed to a
local CDN.
Pegging: Calls are pegged upon answer.
Restriction: This statistic does not include DN, ACD, or NACD calls answered.
Type: int
Length: 4

CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls presented to an agent. On the Meridian 1/Succession 1000
switch, this statistic also includes parked calls that are returned to an agent.
Pegging: Calls are pegged against the Master_Script application upon arrival
and against a primary application when the Master_Script application hands
over control.
Type: int
Length: 4

CallsReturnedToQ
Description: The number of local and incoming network Symposium Call
Center Server calls returned to the skillset queue for reasons other than timeout.
Triggers: A call is pegged as returned to queue if the agent enters another state
(for example, if the agent presses the Not Ready or DN key) while a call is being
presented.
Type: int
Length: 4

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CallsReturnedToQDueToTimeout
Description: The number of local and incoming network Symposium Call
Center Server calls returned to the associated skillset queue automatically, after
a wait greater than or equal to the answering timeout for the agent, as defined for
the call presentation class to which the agent belongs.
Type: int
Length: 4

CDNCallsConfToCDN
Description: The number of CDN calls that are conferenced to a CDN acquired
by Symposium Call Center Server. On the Meridian 1/Succession 1000 switch,
this statistic includes calls conferenced to agents at a remote node.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

CDNCallsConfToDN
Description: The number of CDN calls that are conferenced to an agent’s
personal or secondary DN on a phoneset acquired by Symposium Call Center
Server.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

CDNCallsConfToIncalls
Description: The number of CDN calls that are conferenced to an ACD-DN and
presented to a phoneset acquired by Symposium Call Center Server.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

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CDNCallsConfToOther
Description: The number of CDN calls that are conferenced to a resource
external to the Symposium Call Center Server system. On the DMS/MSL-100
switch, this statistic includes blind transfers.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

CDNCallsTransferredToCDN
Description: The number of CDN calls that are transferred to a CDN acquired
by Symposium Call Center Server. On the Meridian 1/Succession 1000 switch,
this statistic includes calls transferred to agents at a remote node.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

CDNCallsTransferredToDN
Description: The number of CDN calls that are transferred to a personal or
secondary DN on a phoneset acquired by Symposium Call Center Server.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

CDNCallsTransferredToIncalls
Description: The number of CDN calls that are transferred to an ACD-DN and
presented to a phoneset acquired by Symposium Call Center Server, or (for the
DMS/MSL-100 switch) transferred directly to an Incalls key on such a phoneset.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

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CDNCallsTransferredToOther
Description: The number of CDN calls that are transferred to a resource
external to the Symposium Call Center Server system. On the DMS/MSL-100
switch, this statistic includes blind transfers.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

ConsultationTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent
spends in consultation with another agent during a call transfer or conference
after the caller drops off the call.
Triggers: Consultation time begins when the caller disconnects and ends when
the call is released.
Type: int
Length: 4

DNCallsConfToACDDN
Description: The number of DN calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to an ACD-DN and presented to a
phoneset acquired by Symposium Call Center Server.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4

DNCallsConfToCDN
Description: The number of DN calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to a CDN acquired by the server. On
the Meridian 1/Succession 1000 switch, this statistic includes calls conferenced
to agents at a remote node.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

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DNCallsConfToDN
Description: The number of DN calls that are conferenced from a phoneset
acquired by the Symposium Call Center Server to a personal or secondary DN
on a phoneset acquired by the Symposium Call Center Server.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

DNCallsConfToOther
Description: The number of DN calls that are conferenced from a phoneset
acquired by the Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind conferences.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4

DNCallsTransferredToACDDN
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to an ACD-DN and presented to
a phoneset acquired by the Symposium Call Center Server.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

DNCallsTransferredToCDN
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to a CDN acquired by the server.
On the Meridian 1/Succession 1000 switch, this statistic includes calls
transferred to agents at a remote node.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).

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Type: int
Length: 4

DNCallsTransferredToDN
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to a personal or secondary DN
on a phoneset acquired by the Symposium Call Center Server.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

DNCallsTransferredToOther
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind transfers.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4

DNInCalls
Description: DMS/MSL-100 switch only. The number of calls to an agent’s DN
key.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4

DNInCallsTalkTime
Description: DMS/MSL-100 switch only. The total time spent on incoming DN
calls, including hold time.
Triggers: Talk time begins when the call is answered and ends when the agent
releases the call.

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Type: int
Length: 4

DNInExtCalls
Description: Meridian 1/Succession 1000 switch only. The number of calls to
an agent’s DN key from an external number (that is, from another customer
group). This statistic includes parked external calls returned to the agent.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4

DNInExtCallsHoldTime
Description: The total time the agent had Inbound External DN calls on hold.
Triggers: The following table shows when DNInExtCallsHold time begins and
ends:

Hold time begins when and ends when

the agent presses the Hold key the agent retrieves the call.

the agent presses the Transfer or the agent finishes entering the
Conference key destination number.

Type: int
Length: 4

DNInExtCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
incoming DN external calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4

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DNInIntCalls
Description: Meridian 1/Succession 1000 switch only. The number of calls to
an agent’s DN key from an internal number (that is, from the same customer
group). This statistic includes parked internal calls returned to the agent.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4

DNInIntCallsHoldTime
Description: The total time the agent had Inbound Internal DN calls on hold.
Triggers: The following table shows when DNInIntCallsHold time begins and
ends:

Hold time begins when and ends when

the agent presses the Hold key the agent retrieves the call.

the agent presses the Transfer or the agent finishes entering the
Conference key destination number.

Type: int
Length: 4

DNInIntCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
incoming DN internal calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4

DNOutCalls
Description: DMS/MSL-100 switch only. The total number of DN calls
originated by the agent from his or her DN key.

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Pegging: A call is pegged when the agent presses the secondary DN key, even if
the agent does not make a call.
Type: int
Length: 4

DNOutCallsTalkTime
Description: DMS/MSL-100 switch only. The total time spent on outgoing DN
calls, including hold time.
Triggers: Talk time begins when the agent presses the DN key and ends when
the agent releases the call.
Type: int
Length: 4

DNOutExtCalls
Description: Meridian 1/Succession 1000 switch only. The total number of DN
calls originated by the agent from his or her DN key to a number external to the
customer group. This statistic includes external parked calls retrieved by an
agent.
Pegging: The call is pegged when the agent presses the DN key.
Type: int
Length: 4

DNOutExtCallsHoldTime
Description: The total time the agent had Outbound External DN calls on hold.
Triggers: The following table shows when DNOutExtCallsHold time begins
and ends:

Hold time begins when and ends when

the agent presses the Hold key the agent retrieves the call.

the agent presses the Transfer or the agent finishes entering the
Conference key destination number.

Type: int
Length: 4

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DNOutExtCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN external calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Type: int
Length: 4

DNOutIntCalls
Description: Meridian 1/Succession 1000 switch only. The total number of DN
calls originated by the agent from his or her DN key to the same customer group.
This statistic includes internal parked calls retrieved by an agent.
Triggers: Meridian 1/Succession 1000 switch: A call is pegged when the
caller is connected. DMS/MSL-100 switch: A call is pegged when the agent
presses the secondary DN key, even if the agent does not make a call.
Type: int
Length: 4

DNOutIntCallsHoldTime
Description: The total time the agent had Outbound Internal DN calls on hold.
Triggers: The following table shows when DNOutIntCallsHold time begins and
ends:

Hold time begins when and ends when

the agent presses the Hold key the agent retrieves the call.

the agent presses the Transfer or the agent finishes entering the
Conference key destination number.

Type: int
Length: 4

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DNOutIntCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN internal calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4

HoldTime
Description: The total time the agent had Symposium Call Center Server calls
on hold while answering calls. This statistic also includes agent walkaway time
and the time that elapses while an agent is parking a call.
Triggers: The following table shows when hold time begins and ends:

Hold time begins when and ends when

the agent presses the Hold key the agent retrieves the call (for example,
by pressing the Incalls key).

the agent presses the Transfer or the agent finishes entering the
Conference key destination number.

Type: int
Length: 4

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LoggedInTime
Description: The total time an agent is in the Login state.
Triggers: Logon time begins after the agent enters a logon ID and (if required) a
logon password, and the server determines that the agent is valid. Logon time
ends when the agent logs off.
Type: int
Length: 4

NACDCallsAnswered
Description: Meridian 1/Succession 1000 switch only. The number of NACD
calls answered by an agent.
Pegging: Calls are pegged upon answer.
Note: For the DMS/MSL-100 switch, NACD calls are pegged as ACD calls.
Type: int
Length: 4

NACDCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
NACD calls by an agent, including hold time.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Note: For the DMS/MSL-100 switch, NACD calls are pegged as ACD calls.
Type: int
Length: 4

NetworkCallsAnswered
Description: NSBR option only. The number of incoming network calls
answered by an agent.
Type: int
Length: 4

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NetworkCallsTalkTime
Description: NSBR option only. The total time spent by an agent on incoming
network calls, including hold time.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4

NotReadyTime
Description: The total time an agent spends in the Not Ready state. Not Ready
time includes post-call processing time and (on the Meridian 1/Succession 1000
switch) not ready time with reason codes.
Triggers: Not Ready time begins when the agent presses the Not Ready key and
ends when the agent presses the Not Ready key again.
Type: int
Length: 4

NumTimesNotReady
Description: The total number of times an agent enters the Not Ready state.
Pegging: This is pegged when the agent enters the Not Ready state.
Type: int
Length: 4

ReservedForCall
Description: NSBR and NACD options only. The number of times the agent
was reserved to answer a network or NACD call.
Type: int
Length: 4

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ReservedTime
Description: NSBR and NACD options only. The total time the agent was in
Reserved state.
Triggers: Reserved time begins when the switch reserves the agent for a
network or NACD call and ends when the call is presented or the agent
reservation is cancelled.
Type: int
Length: 4

RingTime
Description: The total time an agent spends in the Ring state before answering a
Symposium Call Center Server call.
Triggers: Ring time begins when a call is presented to the phoneset and ends
when the call is answered, abandoned, or returned to the queue.
Note: On the Meridian 1/Succession 1000 switch, if call force is set for the
agent’s call presentation class, ring time equals the call force timer.
Type: int
Length: 4

ShortCallsAnswered
Description: The total number of calls answered that had a talk time less than
the short call threshold assigned to the application for which the call was
answered. Local and incoming network Symposium Call Center Server calls,
ACD calls, and NACD calls are eligible to be short calls.
Type: int
Length: 4

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

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SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

SupervisorGivenName
Description: The first or given name of the agent’s reporting supervisor, as
defined on the supervisor’s General – User Properties property page.
Type: varchar
Length: 64

SupervisorLogin
Description: The numeric ID the supervisor uses to log on to the phoneset, as
defined on the supervisor’s Phoneset – User Properties property page.
Type: varchar
Length: 16

SupervisorSurName
Description: The last or surname of the agent’s supervisor, as defined on the
supervisor’s General – User Properties property page.
Type: varchar
Length: 64

SupervisorUserID
Description: A unique identifier for the agent’s reporting supervisor, which is
assigned by the server when the agent is added.
Type: binary
Length: 16

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TalkTime
Description: The total time spent by the agent on local and incoming network
Symposium Call Center Server calls, including hold time.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval) and when the call terminates.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16

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VariableWrapTime
Description: DMS/MSL-100 switch only. The total time an agent is in the
Variable Wrap state for all skillsets. You can configure the Variable Wrap feature
on the switch for an ACD group or agent. If you do, the agent is put into Variable
Wrap state for a predefined time after each call. To allow Symposium Call
Center Server to report Variable Wrap time, you must enable the Variable Wrap
feature for the call presentation class to which the agent belongs.
Triggers: Variable Wrap time begins when a call is released and ends when the
timer elapses.
Type: int
Length: 4

WaitingTime
Description: The total time an agent spends waiting for calls. On the DMS/
MSL-100 switch, this includes time when the agent is active on a secondary DN
and when the agent is reserved on the switch.
Triggers: Wait time begins when the agent goes into Idle state, for example, if
 the agent logs on and presses the Not Ready key
 the agent releases a call, and the agent’s call presentation class is not
configured for Break time or Variable Wrap
 the agent’s break or variable wrap timer elapses after a call is released
 the agent presses the Not Ready key a second time after entering Not Ready
state
Type: int
Length: 4

WalkawayTime
Description: The total time an agent is in the Walkaway state.
Triggers:

Meridian 1/Succession 1000 switch: Walkaway time begins when


 an agent puts a call on Hold, and hangs up or unplugs the headset
 an agent in Not Ready state puts a call on hold

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Walkaway time ends when the agent takes the phoneset off hook or plugs in the
headset.

DMS/MSL-100 switch: Walkaway time begins after the agent presses the Not
Ready key and enters a Not Ready reason code other than zero. Walkaway time
ends when the agent presses the Not Ready key again.
Type: int
Length: 4

Calculations

Calls abandoned while being presented


To calculate the number of calls abandoned while they were being presented, use
the following formula:

CallsOffered – (CallsAnswered + CallsReturnedtoQ +


CallsReturnedtoQDuetoTimeout)

Number of network calls not answered


To calculate the number of network calls not answered, use the following
formula:

(ReservedForCall – NACDCallsAnswered) – NetworkCallsAnswered

Note: A call can be pegged more than once if it is returned to the queue and then
presented to another agent.

Linkages with other statistics groups


You can link agent performance statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

The following table shows the statistics groups to which agent performance
statistics can be linked, as well as the data fields used as linkage keys.

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Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom


report using THEN the linkage key data field is
ActivityCodeStat Timestamp
UserID
AgentByApplicationStat Timestamp
UserID
AgentBySkillsetStat Timestamp
UserID

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ApplicationStat views

Introduction
Application statistics provide summarized performance data on a per-application
basis. The server collects and reports application statistics to give call center
managers specific details about call types, callers, or conditions. You can use
these statistics to monitor an application’s contribution to the operation of a call
center.

Definition: Application
An application is a logical entity that represents a script for reporting purposes.
The Master script and each script it references (that is, each primary script) has
an application with a name that is the same as the script name.

Requirements
 Configure the server to collect application statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all applications; you cannot configure the
system to collect statistics for selected applications.

Database views
 iApplicationStat
 dApplicationStat
 wApplicationStat
 mApplicationStat

Pegging
When a local call enters Symposium Call Center Server, it is handled by the
Master script. Most calls are handed off by the Master script to a primary script.
The primary script may hand off the call to a secondary script.

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Calls handled by Master script


If the call does not leave the Master script, all time delays and events (such as
call treatments) are pegged against the Master_Script application.

Calls handled by primary script


If a call is handed off to a primary script, all events occurring up to the handoff
are pegged against the Master_Script application. Events that occur after
handoff are pegged against the primary application.

Note: All delays, including those experienced at the Master_Script application,


are pegged against the primary application.

Calls handled by secondary script


If a call is handed off to a secondary script, all delays and events are pegged
against the primary application.

Pegging thresholds
You can define application threshold classes with different values for the service
level threshold and the length (talk time) of a short call. Thus, the value for
service level and short call length can vary from one application to another. For
more information about threshold classes, refer to the Administrator’s Guide.

Non-ISDN trunks and call information


If a call encounters a non-ISDN trunk while being networked to another
Symposium Call Center Server site, the call information that normally travels
with the call does not reach the destination site. This means that the destination
site cannot identify those calls that originate within the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is treated as terminated.

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Field descriptions
AbdDelay2, AbdDelay4, AbdDelay6, ... AbdDelay60
AbdDelay70, AbdDelay80, AbdDelay90, ... AbdDelay300
AbdDelay360, AbdDelay420, AbdDelay480, AbdDelay540, AbdDelay600
AbdDelayBeyond
Description: An array of fields divided into incremental periods of time. Each
field contains the number of Symposium Call Center Server calls that were
abandoned after waiting for a period less than or equal to the number of seconds
specified, and greater than the number specified in the next lower range.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
caller disconnects.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

AnsDelay2, AnsDelay4, AnsDelay6, ... AnsDelay60


AnsDelay70, AnsDelay80, AnsDelay90, ... AnsDelay300
AnsDelay360, AnsDelay420, AnsDelay480, AnsDelay540, AnsDelay600
AnsDelayBeyond
Description: An array of fields divided into incremental periods of time. Each
field contains the number of Symposium Call Center Server calls that were
answered after waiting for a period less than or equal to the number of seconds
specified, and greater than the number specified in the next lower range.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
call is answered.

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Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

Application
Description: The name of the application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30

ApplicationID
Description: A unique number used to identify an application, which is
assigned by the server when the application is added.
Type: int
Length: 4

CallsAbandoned
Description: The number of Symposium Call Center Server calls that were
abandoned.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application.
Type: int
Length: 4

CallsAbandonedAftThreshold
Description: The number of Symposium Call Center Server calls abandoned for
this application after a wait greater than or equal to the service level threshold
for the threshold class to which the application belongs.
Type: int
Length: 4

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CallsAbandonedDelay
Description: The wait time experienced by all Symposium Call Center Server
calls abandoned by callers.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
caller disconnects.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

CallsAnswered
Description: The number of calls of all types answered for this application.
Triggers: Calls are pegged upon answer.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application. ACD calls are pegged
against the ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4

CallsAnsweredAftThreshold
Description: The number of Symposium Call Center Server calls answered
after a wait greater than or equal to the service level threshold for the threshold
class to which the application belongs.
Type: int
Length: 4

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CallsAnsweredDelay
Description: The wait time experienced by all Symposium Call Center Server
calls answered for this application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
call is answered.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

CallsAnsweredDelayAtSkillset
Description: The total wait time experienced in the skillset queue by all
Symposium Call Center Server calls that were answered for this application.
Triggers: Delays begin when the call is queued against the first skillset and end
when the call is answered.
Type: int
Length: 4

CallsConferencedIn
Description: The number of local and incoming network Symposium Call
Center Server calls conferenced to this application.
Type: int
Length: 4

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CallsConferencedOut
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls that were conferenced out of
this application.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4

CallsGivenBroadcast
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls given broadcast
treatment for this application.
Pegging: This statistic is pegged when the Give Controlled Broadcast
Announcement script command is executed.
Restrictions: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4

CallsGivenDefault
Description: The number of local and incoming network Symposium Call
Center Server calls given default treatment as a result of an error condition.
Type: int
Length: 4

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CallsGivenForceBusy
Description: The number of local Symposium Call Center Server calls given
Force Busy treatment for this application.
Triggers: This statistic is pegged when the Give Busy script command is
executed.
Type: int
Length: 4

CallsGivenForceDisconnect
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Disconnect treatment for this application.
Triggers: This statistic is pegged when the Disconnect script command is
executed.
Type: int
Length: 4

CallsGivenForceOverflow
Description: The number of local Symposium Call Center Server calls given
Force Overflow treatment for this application.
Triggers: This statistic is pegged when the Give Overflow script command is
executed.
Type: int
Length: 4

CallsGivenHostLookup
Description: The number of local and incoming network Symposium Call
Center Server calls for which data was obtained from a remote host through
Meridian Link for this application.
Triggers: This statistic is pegged when the Send Request script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4

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CallsGivenIVR
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls given IVR treatment for
this application.
Triggers: This statistic is pegged when the Give IVR script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4

CallsGivenMusic
Description: The number of local and incoming network Symposium Call
Center Server calls given music treatment through a music route for this
application.
Triggers: This statistic is pegged when the Give Music script command is
executed.
Type: int
Length: 4
Restriction: The count is not increased if the same call receives this treatment
more than once.

CallsGivenNACD
Description: Meridian 1/Succession 1000 switch only. The number of local
Symposium Call Center Server calls given Network ACD (NACD) treatment.
This treatment sends calls to a switch that does not use the Symposium Call
Center Server NSBR feature.
Triggers: This statistic is pegged when the Queue To NACD script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4

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CallsGivenRAN
Description: The number of local and incoming network Symposium Call
Center Server calls given recorded announcement (RAN) treatment for this
application.
Triggers: This statistic is pegged when the Give RAN script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4

CallsGivenRouteTo
Description: The number of local and incoming network Symposium Call
Center Server calls given Route Call treatment for this application.
Triggers: This statistic is pegged when the Route Call script command is
executed.
Type: int
Length: 4

CallsNACDOut
Description: Meridian 1/Succession 1000 switch only. The number of local
Symposium Call Center Server calls that were networked out through an NACD
queue and answered at remote switches. NACD is used to send calls to a switch
that does not use the Symposium Call Center Server NSBR feature.
Triggers: This statistic is pegged when a call is routed to the NACD-DN.
Type: int
Length: 4

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CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls that were offered to this
application.
Triggers: Symposium Call Center Server calls are pegged against the
Master_Script application upon arrival, and against a primary application when
the Master_Script application hands over control. ACD and NACD calls are
pegged when the call is answered.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4

CallsTransferredIn
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls transferred to this
application.
Type: int
Length: 4

CallsTransferredOut
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls that were transferred out of this
application.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4

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IVRAbandoned
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls that were abandoned
during IVR treatment.
Type: int
Length: 4

IVRTerminated
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls that received and
completed the IVR treatment in this application. This statistic includes calls
transferred by IVR.
Type: int
Length: 4

IVRTransferred
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls transferred from an IVR
session for this application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Type: int
Length: 4

MaxCallsAbandonedDelay
Description: The wait time experienced by the Symposium Call Center Server
call that waited the longest before being abandoned.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
caller disconnects.
Type: smallint
Length: 2

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MaxCallsAnsDelay
Description: The wait time experienced by the Symposium Call Center Server
call that waited the longest before being answered.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
call is answered.
Type: smallint
Length: 2

MaxCallsAnsDelayAtSkillset
Description: The wait time experienced by the Symposium Call Center Server
call that waited the longest in the skillset queue before being answered.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: Delays begin when the call is queued against the first skillset and end
when the call is answered for this application.
Type: smallint
Length: 2

MaxNetOutCallsAbandonedDelay
Description: NSBR option only. The wait time experienced by the outgoing
network Symposium Call Center Server call that waited the longest before being
abandoned at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the destination site.
Type: smallint
Length: 2

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MaxNetOutCallsAnsweredDelay
Description: NSBR option only. The wait time experienced by the outgoing
networked Symposium Call Center Server call that waited the longest before
being answered or terminated at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered by an agent, answered by IVR, or terminated at
the destination site.
Type: smallint
Length: 2

NetOutCalls
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent from this application to another site.
Type: int
Length: 4

NetOutCallsAbandoned
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent by this application and abandoned at the destination
sites.
Type: int
Length: 4

NetOutCallsAbandonedDelay
Description: NSBR option only. The total time delay experienced by outgoing
network Symposium Call Center Server calls sent by this application and
abandoned at the destination sites.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the remote site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

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NetOutCallsAnswered
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent by this application and answered by an agent,
answered by IVR, or terminated at the destination site.
Note: A call is pegged as answered if, when it arrives at the destination site, the
reserved agent logs off or becomes unavailable, and it receives one of the
following treatments:
 Disconnect
 Route
 Give RAN
 Give IVR
 Give Music
Type: int
Length: 4

NetOutCallsAnsweredDelay
Description: NSBR option only. The total wait time experienced by all
outgoing network Symposium Call Center Server calls sent by this application
and answered at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered by an agent, answered by IVR, or terminated at
the destination site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

NetOutCallsReachNonISDN
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent by this application that reached a non-ISDN trunk
on the way to its destination.
Type: int
Length: 4

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Data dictionary Standard 1.0

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

TimeBeforeDefault
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received default treatment for this
application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4

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TimeBeforeForceBusy
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Force Busy treatment for this
application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4

TimeBeforeForceDisconnect
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Force Disconnect treatment
for this application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4

TimeBeforeForceOverflow
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Force Overflow treatment for
this application.
Pegging: For incoming network Symposium Call Center Server calls, this field
is pegged against the Network_Script application.

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Data dictionary Standard 1.0

Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4

TimeBeforeInterflow
Description: The total amount of time that all calls spent in the Master_Script
application before being passed to a primary application. For the Master_Script
application, this is the total time for all calls. For primary applications, this is the
total time spent in the Master_Script application by all calls that were answered
for the primary application.
Type: int
Length: 4

TimeBeforeIVRTransferred
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls transferred to an IVR session for this
application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4

TimeBeforeNACDOut
Description: Meridian 1/Succession 1000 switch only. The total time spent in
the system by local Symposium Call Center Server calls networked out through
the NACD queue and answered at remote nodes. NACD calls are sent to other
switches without using the Symposium Call Center Server NSBR feature.
Triggers: Pegging begins when the call arrives at the site and ends when
treatment is given.

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Type: int
Length: 4

TimeBeforeNetOut
Description: NSBR option only. The total time spent in the system by local
Symposium Call Center Server calls that were networked out for this
application.
Triggers: Pegging begins when the call arrives at the site and ends when the call
is routed to the destination.
Type: int
Length: 4

TimeBeforeReachNonISDN
Description: NSBR option only. The total time spent in the system by outgoing
network Symposium Call Center Server calls before they reached a non-ISDN
trunk.
Triggers: Pegging begins when the call arrives at the site and ends when the call
is routed to a non-ISDN trunk.
Type: int
Length: 4

TimeBeforeRouteTo
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Route Call treatment.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4

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Data dictionary Standard 1.0

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

Calculations

IVR not treated


To calculate the number of calls given IVR that did not complete IVR treatment,
use the following formula:

CallsGivenIVR – (IVRAbandoned + IVRTerminated)

Network outcalls blocked by All Trunks Busy


To calculate the number of calls that could not be networked out because all
trunks were busy, use the following formula:

NetOutCalls – (NetOutCallsAnswered + NetOutCallsAbandoned +


NetOutCallsReachNonISDN)

Linkages with other statistics groups


You can link application statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

The following table shows the statistics groups to which application statistics
can be linked, as well as the data fields used as linkage keys.

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Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom


report using THEN the linkage key data field is
ActivityCodeStat Timestamp
ApplicationID
AgentByApplicationStat Timestamp
ApplicationID
SkillsetStat Timestamp
ApplicationID
NetworkInCallStat Timestamp
ApplicationID
NetworkOutStat Timestamp
ApplicationID

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Data dictionary Standard 1.0

CDNStat views

Introduction
Control Directory Number (CDN) statistics provide summarized call traffic
information on a per-CDN basis.

Definition: CDN
A CDN is a number configured in the switch as the entry point for calls into
Symposium Call Center Server. You can configure multiple CDNs in the switch
and associate them with the Master script of Symposium Call Center Server.

Requirements
 Define CDNs on Symposium Call Center Server.
 Configure the server to collect CDN statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all CDNs; you cannot configure the
system to collect statistics for selected CDNs.

Database views
 iCDNStat
 dCDNStat
 wCDNStat
 mCDNStat

Non-ISDN trunks and call information


If a call encounters a non-ISDN trunk while being networked to another
Symposium Call Center Server site, the call information that normally travels
with the call does not reach the destination site. This means that the destination
site cannot distinguish that the call came from the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is treated as terminated.

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Field descriptions
CallsAbandoned
Description: The number of local and incoming network Symposium Call
Center Server calls abandoned from this CDN. This includes local calls
networked out and abandoned or terminated at the destination site.
Type: int
Length: 4

CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls answered by this CDN. This includes local calls that have
been networked out and answered by an agent or IVR at the destination site.
Pegging: Calls are pegged upon answer.
Note: A call is pegged as answered if, when it arrives at the destination site, the
reserved agent logs out or becomes unavailable, and it receives one of the
following treatments:
 Disconnect
 Route
 Give RAN
 Give IVR
 Give Music
Type: int
Length: 4

CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls offered to this CDN.
Type: int
Length: 4

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CallsTerminated
Description: The number of local and incoming network Symposium Call
Center Server calls for this CDN terminated under one of the following
conditions:
 The call was given a Force Busy, Force Overflow, Force Disconnect, Route
Call, or default treatment.
 (NSBR option only) The call reached a non-ISDN trunk while being routed
to a remote site.
 (Meridian 1/Succession 1000 switch only) The call was transferred to an
IVR queue.
 (Meridian 1/Succession 1000 switch only) The call was networked out
through an NACD queue.
Type: int
Length: 4

CallsWithDigitsCollected
Description: DMS/MSL-100 switch only. The number of calls that received
IVR treatment and arrived at this CDN accompanied by data collected during
the IVR session.
Type: int
Length: 4

CDN
Description: A unique number to identify a CDN, which is assigned by the
server when the CDN is added.
Type: varchar
Length: 7

CDNName
Description: The name of the CDN, as defined on the CDN Properties property
sheet.
Type: varchar
Length: 30

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Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

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Data dictionary Standard 1.0

DNISStat views

Introduction
Dialed Number Identification Service (DNIS) statistics provide summarized
information on a per-DNIS basis. These statistics provide a means of monitoring
the call traffic and call handling for each DNIS.

Definition: DNIS
DNIS is an optional service that allows you to identify the dialed number for
calls coming in to the call center. Typically, DNIS numbers are used for 1-800
numbers. For example, a company may give customers different 1-800 numbers
for sales and customer service calls.

Requirements
 Define DNISs on Symposium Call Center Server.
 Configure the server to collect DNIS statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all DNISs; you cannot configure the
system to collect statistics for selected DNISs.

Database views
 iDNISStat
 dDNISStat
 wDNISStat
 mDNISStat

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Field descriptions
CallsAbandoned
Description: The number of local and incoming network Symposium Call
Center Server calls abandoned for a DNIS number.
Type: int
Length: 4

CallsAbandonedAftThreshold
Description: The number of local and incoming network Symposium Call
Center Server calls abandoned that experienced a delay greater than or equal to
the service level threshold for the DNIS number. You define the service level
threshold on the DNIS Properties property sheet.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: int
Length: 4

CallsAbandonedDelay
Description: The total wait time experienced by all local and incoming network
Symposium Call Center Server calls abandoned for a DNIS number.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

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Data dictionary Standard 1.0

CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls answered for a DNIS number.
Pegging: Calls are pegged upon answer.
Type: int
Length: 4

CallsAnsweredAftThreshold
Description: The number of local and incoming network Symposium Call
Center Server calls answered that experienced a delay greater than or equal to
the service level threshold for the DNIS number. You define the service level
threshold on the DNIS Properties property sheet.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: int
Length: 4

CallsAnsweredDelay
Description: The wait time experienced by all local and incoming network
Symposium Call Center Server calls answered for a DNIS number.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

CallsGivenDefault
Description: The number of local and incoming network Symposium Call
Center Server calls given default treatment for a DNIS number.
Type: int
Length: 4

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CallsGivenForceBusy
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Busy treatment for a DNIS number.
Triggers: This statistic is pegged when the Give Busy script command is
executed.
Type: int
Length: 4

CallsGivenForceDisconnect
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Disconnect treatment for a DNIS number.
Triggers: This statistic is pegged when the Disconnect script command is
executed.
Type: int
Length: 4

CallsGivenForceOverflow
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Overflow treatment for a DNIS number.
Triggers: This statistic is pegged when the Give Overflow script command is
executed.
Type: int
Length: 4

CallsGivenRouteTo
Description: The number of local and incoming network Symposium Call
Center Server calls given Route Call treatment for a DNIS number.
Triggers: This statistic is pegged when the Route Call script command is
executed.
Type: int
Length: 4

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Data dictionary Standard 1.0

CallsNACDOut
Description: Meridian 1/Succession 1000 switch only. The number of local
Symposium Call Center Server calls networked out through an NACD queue
and answered at remote sites.
Type: int
Length: 4

CallsNetworkedOut
Description: NSBR option only. The number of local Symposium Call Center
Server calls that were routed to a remote site and answered or abandoned.
Type: int
Length: 4

CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls offered to this server with this DNIS number.
Triggers: Calls are pegged upon arrival.
Type: int
Length: 4

CallsReachNonISDN
Description: NSBR option only. The number of local Symposium Call Center
Server calls that reached a non-ISDN trunk while being routed to a remote site.
Restriction: If a call encounters a non-ISDN trunk while it is being networked
to another Symposium Call Center Server site, the call information that normally
travels with the call does not reach the destination site. This means the
destination site cannot tell that the call came from the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is terminated.
Type: int
Length: 4

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DNIS
Description: A unique number used to identify a DNIS, which is assigned by
the server when the DNIS is defined.
Type: varchar
Length: 16

DNISName
Description: The name of a DNIS, as defined on the DNIS Properties property
sheet.
Type: varchar
Length: 30

DNIS_PREFIX
Description: Stores the prefix of a DNIS number. It allows you to sort filter and
report on individual DNIS 800 numbers.
Type: varchar
Length: 16

IVRTransferred
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls transferred from an IVR
session for a DNIS number.
Type: int
Length: 4

MaxAbandonedDelay
Description: The wait time experienced by the local or incoming network
Symposium Call Center Server call that waited the longest before being
abandoned.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: smallint
Length: 2

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Data dictionary Standard 1.0

MaxAnsweredDelay
Description: The wait time experienced by the local or incoming network call
that waited the longest before being answered.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: smallint
Length: 2

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

TalkTime
Description: The total time spent by all agents on local and incoming network
Symposium Call Center Server calls for a DNIS number, including hold time.
Triggers:

Meridian 1/Succession 1000 switch: The call is pegged when the caller hangs
up or the agent releases the call.

DMS/MSL-100 switch: The time is pegged when the agent releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval), and when the call terminates.
Type: int
Length: 4

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Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

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Data dictionary Standard 1.0

IVRPortStat views

Introduction
Meridian 1/Succession 1000 switch only. Interactive Voice Response (IVR)
port—or voice port—statistics provide summarized performance measurement
information on a per-IVR port basis. These statistics provide a means of
monitoring the usage of the specific ports.

Requirements
 Define voice ports on Symposium Call Center Server.
 Configure the server to collect IVR port statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all IVR ports; you cannot configure the
system to collect statistics for selected ports.

Restrictions
IVR statistics may not be available if a third-party IVR application is used
instead of a Meridian Mail application.

Database views
 iIVRPortStat
 dIVRPortStat
 wIVRPortStat
 mIVRPortStat

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Field descriptions
CallsAnswered
Description: The number of calls answered by this IVR port.
Pegging: Calls are pegged upon answer.
Type: int
Length: 4

CallsConferenced
Description: The number of calls conferenced out from this IVR port.
Pegging: Type: int
Length: 4

CallsTransferred
Description: The number of calls transferred out from this IVR port.
Pegging: Type: int
Length: 4

IVRPortID
Description: A unique number to identify an IVR port, which is assigned by the
server when the voice port is defined.
Type: varchar
Length: 30

IVRPortName
Description: The name of the IVR port, as defined on the Voice Port Properties
property sheet.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

IVRQueueID
Description: A unique number to identify an IVR queue, which is assigned by
the server when the IVR ACD-DN is defined.
Type: varchar
Length: 7

IVRQueueName
Description: The name of the IVR queue, as defined on the IVR ACD-DN
Properties property sheet.
Type: varchar
Length: 30

LoggedInTime
Description: The total time the IVR port is logged on.
Type: int
Length: 4

NotReadyTime
Description: The total time spent by the IVR port in the Not Ready state.
Type: int
Length: 4

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

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TalkTime
Description: The total time the IVR port is in use.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

WaitingTime
Description: The total time the IVR port is idle.
Type: int
Length: 4

Linkages with other views


You can link IVR port statistics to other views to generate customized reports.
For more information, see “When statistics are cumulated” on page 95.

The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.

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Data dictionary Standard 1.0

Note: You must specify both of these fields as your linkage key, in the specified
order.

If you are generating a custom THEN the linkage key data fields
report using are
IVRStat Timestamp
IVRQueueID

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IVRStat views

Introduction
Meridian 1/Succession 1000 switch only. Interactive Voice Response (IVR)
statistics provide summarized performance measurement information on a per-
IVR queue (IVR ACD-DN) basis. These statistics provide a way to monitor the
usage of the port resources of an IVR queue.

Requirements
 Define IVR ACD-DNs on Symposium Call Center Server.
 Configure the server to collect IVR queue statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all IVR queues; you cannot configure the
system to collect statistics for selected IVR queues.

Restrictions
IVR statistics may not be available if you use a third-party IVR application
instead of Meridian Mail.

Database views
 iIVRStat
 dIVRStat
 wIVRStat
 mIVRStat

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Data dictionary Standard 1.0

Field descriptions
CallsAnswered
Description: The number of calls answered by this IVR queue.
Pegging: Calls are pegged upon answer.
Type: int
Length: 4

CallsAnsweredAftThreshold
Description: The number of calls answered that experienced a delay greater
than or equal to the service level threshold for the threshold class to which the
IVR ACD-DN belongs.
Type: int
Length: 4

CallsAnsweredDelay
Description: The total wait time experienced by all the calls answered.
Triggers: The delay begins once a call enters the IVR queue.
Type: int
Length: 4

CallsConferenced
Description: The number of calls conferenced out during an IVR session.
Type: int
Length: 4

CallsNotTreated
Description: The number of calls abandoned or pulled back while waiting in
this IVR queue.
Type: int
Length: 4

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CallsNotTreatedAftThreshold
Description: The number of calls abandoned or pulled back that experienced a
delay greater than or equal to the service level threshold for the threshold class
to which the IVR ACD-DN belongs.
Triggers: The delay begins once a call is queued against the IVR queue and
ends when the call is abandoned or pulled back.
Type: int
Length: 4

CallsNotTreatedDelay
Description: The total wait time experienced by all the calls abandoned or
pulled back from an IVR queue.
Triggers: The delay begins once a call is queued against the IVR queue and
ends when the call is abandoned or pulled back.
Type: int
Length: 4

CallsOffered
Description: The number of calls offered to this IVR queue.
Type: int
Length: 4

CallsTransferred
Description: The number of calls transferred out during an IVR session.
Type: int
Length: 4

IVRAbandoned
Description: The number of calls abandoned while connected to this IVR port.
Type: smallint
Length: 2

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Data dictionary Standard 1.0

IVRCompleted
Description: The number of calls connected to this IVR port for which the IVR
session completed successfully.
Type: smallint
Length: 2

IVRInterrupted
Description: The number of calls connected to this IVR port for which the IVR
session was interrupted by a script command.
Type: smallint
Length: 2

IVRQueueID
Description: A unique number to identify an IVR queue, which is assigned by
the server when the IVR ACD-DN is defined.
Type: varchar
Length: 7

IVRQueueName
Description: The name of the IVR queue, defined on the IVR ACD-DN
Properties property sheet.
Type: varchar
Length: 30

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

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SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

Linkages with other statistics groups


You can link IVR statistics to other statistics groups to generate customized
reports. For more information, see “When statistics are cumulated” on page 95.

The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.

Note: You must specify both of these fields as your linkage key, in the specified
order.

IF you are generating a custom THEN the linkage key data fields
report using are
IVRPortStat Timestamp
IVRQueueID

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NetworkInCallStat views

Introduction
NSBR option only. Network call statistics provide information that can be used
to monitor call distribution and handling in a network environment. They record
statistics for all incoming network calls received at a server.

Notes:
 Network statistics only report on calls that are controlled by the server (that
is, Symposium Call Center Server calls). They do not report on ACD or
NACD calls.
 In these statistics, the local site is the destination site.

Requirements
 Configure the server to collect network call statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all applications; you cannot configure the
system to collect statistics for selected applications.

Restrictions
Network call statistics generated on the server are collected on the destination
site only. To report on network call handling at all sites, you must generate a
network-wide report from the Network Control Center (NCC).

Database views
 iNetworkInCallStat
 dNetworkInCallStat
 wNetworkInCallStat
 mNetworkInCallStat

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Field descriptions
CallsAbandoned
Description: The number of incoming network calls abandoned at the local site.
Type: int
Length: 4

CallsAbandonedAftThreshold
Description: The number of incoming network calls abandoned at the local site
after a wait greater than or equal to the service level threshold for the
application.
Type: int
Length: 4

CallsAbandonedDelay
Description: The total wait time experienced by all incoming network calls
abandoned at the local site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the local site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

CallsAbandonedDelayAtDest
Description: The total wait time experienced at the local site by all incoming
network calls abandoned at the local site.
Triggers: Delays begin when the Master_Script is initiated and end when the
call is abandoned at the local site.
Type: int
Length: 4

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CallsAnswered
Description: The number of incoming network calls answered at the local site.
Type: int
Length: 4

CallsAnsweredAftThreshold
Description: The number of incoming network calls answered at the local site
after a wait greater than or equal to the service level threshold for the
application. The delay begins when a call enters the local site. The service level
threshold is set during system configuration of the local site.
Type: int
Length: 4

CallsAnsweredDelay
Description: The total wait time experienced by all incoming network calls
answered at the local site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered at the local site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4

CallsAnsweredDelayAtDest
Description: The total wait time experienced at the local site by all incoming
network calls answered at the local site.
Triggers: Delays begin when the call is queued to the local site and end when
the call is answered at the local site.
Type: int
Length: 4

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CallsOffered
Description: The number of incoming network calls offered to the local site.
Type: int
Length: 4

DstApplication
Description: The name of the destination application. This is always
“Network_Script.”
Type: varchar
Length: 30

DstApplicationID
Description: A unique number that identifies the Network_Script application.
Type: int
Length: 4

DstSite
Description: The name of the local Symposium Call Center Server site, as
defined on the NCC.
Type: varchar
Length: 30

DstSiteID
Description: The unique identifier for the local Symposium Call Center Server
site, as assigned when the site is defined on the NCC.
Type: int
Length: 4

MaxAbandonedDelay
Description: The wait time experienced by the incoming network call that
waited the longest before being abandoned at the local site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the local site.
Type: smallint
Length: 2

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MaxAbandonedDelayAtDest
Description: The wait time experienced by the call that waited the longest at the
local site before being abandoned.
Triggers: Delays begin when a call is logically queued to the local site and end
when the call is abandoned.
Type: smallint
Length: 2

MaxAnsweredDelay
Description: The total wait time experienced by all calls answered at the local
site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered at the local site.
Type: smallint
Length: 2

MaxAnsweredDelayAtDest
Description: The wait time experienced by the call that waited the longest at the
local site before being answered.
Triggers: Delays begin when a call is logically queued to the local site and end
when the call is answered.
Type: smallint
Length: 2

SrcApplication
Description: The name of the source application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30

SrcApplicationID
Description: A unique number to identify the source application, which is
assigned by the server when the application is added.
Type: int
Length: 4

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SrcSite
Description: The name of the source Symposium Call Center Server site, as
assigned when the site is defined on the NCC.
Type: varchar
Length: 30

SrcSiteID
Description: The unique identifier for the source Symposium Call Center
Server site where a call originated.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged, in local (destination)
site time. For more information about the format of the time stamp in interval,
daily, weekly, or monthly views, see “Overview of summarized historical
statistics” on page 92.
Type: smalldatetime
Length: 4

Linkages with other statistics groups


You can link network call statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

The following table shows the statistics groups to which network call statistics
can be linked, as well as the data fields used as linkage keys.

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Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom


report using THEN the linkage key data field is
ActivityCodeStat Timestamp
ApplicationID
AgentByApplicationStat Timestamp
ApplicationID
ApplicationStat Timestamp
ApplicationID
SkillsetStat Timestamp
ApplicationID
NetworkOutStats Timestamp
ApplicationID

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NetworkOutStat views

Introduction
NSBR option only. Network outcall statistics provide summarized performance
measurement information based on the origination and destination of a call.
They record statistics for all calls networked out from your server.

Note: In these statistics, the local site is the source site.

Requirements
 Configure the server to collect network outcall statistics (see the
Administrator’s Guide).

Restrictions
At each Symposium Call Center Server site, the historical network call statistics
are only collected against the local site. These statistics contain network call
traffic and handling information for calls for which the local site is the source.

Database views
 iNetworkOutStat
 dNetworkOutStat
 wNetworkOutStat
 mNetworkOutStat

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Field descriptions
CallsAbandoned
Description: The number of calls abandoned at the destination site.
Type: int
Length: 4

CallsAbandonedDelayAtDest
Description: The total wait time experienced at the destination site by all calls
from the local site that were abandoned at the destination site.
Triggers: Delays begin when the call is queued to the destination site and end
when the call is abandoned.
Type: int
Length: 4

CallsAnswered
Description: The number of calls answered by an agent, answered by IVR, or
terminated at the destination site.
Note: A call is pegged as answered if, when it arrives at the destination site, the
reserved agent logs off or becomes unavailable and it receives one of the
following treatments:
 Disconnect
 Route
 Give RAN
 Give IVR
 Give Music

Type: int
Length: 4

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CallsAnsweredDelayAtDestination
Description: The total wait time experienced at the destination site by all calls
from the local site that were answered by an agent, answered by IVR, or
terminated at the destination site.
Triggers: Delays begin when the call is queued to the destination site and end
when the call is answered.
Type: int
Length: 4

CallsOffered
Description: The number of calls offered to the destination site.
Type: int
Length: 4

DstApplication
Description: The name of the destination application (this is always
“Network_Script”).
Type: varchar
Length: 30

DstApplicationID
Description: A unique number to identify the destination application.
Type: int
Length: 4

DstSite
Description: The name of the destination Symposium Call Center Server site,
as defined when the site is configured on the NCC.
Type: varchar
Length: 30

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DstSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4

MaxCallsAbandonedDelay
Description: The wait time experienced by the call originating at the local site
that waited the longest before being abandoned at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is abandoned.
Type: smallint
Length: 2

MaxCallsAbandonedDelayAtDest
Description: The wait time experienced by the call originating at the local site
that waited the longest at the destination site before being abandoned.
Triggers: Delays begin when the call is queued to the destination site and end
when the call is abandoned.
Type: smallint
Length: 2

MaxCallsAnsweredDelay
Description: The wait time experienced by the call originating at the local site
that waited the longest before being answered by an agent, answered by IVR, or
terminated at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is answered.
Type: smallint
Length: 2

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MaxCallsAnsweredDelayAtDest
Description: The wait time experienced by the call originating at the local site
that waited the longest at the destination site before being answered by an agent,
answered by IVR, or terminated.
Triggers: Delays begin when the call is logically queued to the destination site
and end when the call is answered.
Type: smallint
Length: 2

SrcApplication
Description: The name of the source application.
Type: varchar
Length: 30

SrcApplicationID
Description: A unique number to identify the source application, assigned by
the server when the application is defined.
Type: int
Length: 4

SrcSite
Description: The name of the local Symposium Call Center Server site, as
defined when the site is defined on the NCC.
Type: varchar
Length: 30

SrcSiteID
Description: The unique identifier for a source Symposium Call Center Server
site where a call originated, as assigned when the site is defined on the NCC.
Type: int
Length: 4

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Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged in local (source) site
time. For more information about the format of the time stamp in interval, daily,
weekly, or monthly views, see “Overview of summarized historical statistics” on
page 92.
Type: smalldatetime
Length: 5

TotalCallsAbandonedDelay
Description: The total wait time experienced by all calls from the local site that
were abandoned at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is abandoned.
Type: int
Length: 4

TotalCallsAnsweredDelay
Description: The total wait time experienced by all calls from the local site that
were answered by an agent, answered by IVR, or terminated at the destination
site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is answered.
Type: int
Length: 4

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Linkages with other statistics groups


You can link network outcall statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.

The following table shows the statistics groups to which network outcall
statistics can be linked, as well as the data fields used as linkage keys.

Note: You must specify all these fields as your linkage key, in the specified
order.

IF you are generating a custom report


using THEN the linkage key data field is

ActivityCodeStat Timestamp
ApplicationID
AgentByApplicationStat Timestamp
ApplicationID
ApplicationStat Timestamp
ApplicationID
SkillsetStat Timestamp
ApplicationID
NetworkInCallStat Timestamp
ApplicationID

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Data dictionary Standard 1.0

RANMusicRouteStat views

Introduction
RAN and music route statistics provide summarized resource usage information
for each RAN and music route.

Requirements
 Define RAN and music routes codes on Symposium Call Center Server.
 Configure the server to collect music and route statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all music and RAN routes; you cannot
configure the system to collect statistics for selected routes.

Database views
 iRANMusicRouteStat
 dRANMusicRouteStat
 wRANMusicRouteStat
 mRANMusicRouteStat

Field descriptions
RouteAccess
Description: The number of times a music or RAN route was accessed. Each
time the route is accessed by a single call, this statistic is incremented.
Type: int
Length: 4

RouteAccessTime
Description: The total time a music or RAN route was in use.
Type: int
Length: 4

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RouteID
Description: A unique number to identify a music or RAN route, which is
assigned by the server when the route is defined.
Type: int
Length: 4

RouteName
Description: The name of the music or RAN route, as defined on the Music/
RAN Route Properties property sheet.
Type: varchar
Length: 30

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

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Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

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RouteStat views

Introduction
Meridian 1/Succession 1000 switch only. Route statistics provide summaries of
all occurrences of all trunks busy (ATB) and network outcall blocked
information on a per-route basis.

Requirements
 Define routes on Symposium Call Center Server.
 Configure the server to collect route statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all routes; you cannot configure the system
to collect statistics for selected routes.

Pegging
CallsBlockedByAllTrunksBusy statistics apply to multiple routes, and are
therefore pegged against the Default_Route, 999.

Database views
 iRouteStat
 dRouteStat
 wRouteStat
 mRouteStat

Field descriptions
AllTrunksBusy
Description: The number of times all trunks in this route were busy.
Type: int
Length: 4

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Data dictionary Standard 1.0

AllTrunksBusyTime
Description: The total time all trunks in this route were busy.
Type: int
Length: 4

CallsBlockedByAllTrunksBusy
Description: NSBR option only. The number of calls offered to the network
through this route that were blocked because all trunks were busy.
Pegging: This field is only pegged against the Default_Route, 999.
Type: int
Length: 4

CallsReachNonISDN
Description: NSBR option only. The number of calls that reached a non-ISDN
trunk while being routed to a remote site through this route.
Restriction: If a call encounters a non-ISDN trunk while it is being networked
to another Symposium Call Center Server site, the call information that normally
travels with the call does not reach the destination site. This means the
destination site cannot tell that the call came from the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is treated as terminated.
Type: int
Length: 4

RouteID
Description: A unique number to identify a route, which is assigned by the
server when the route is defined.
Type: int
Length: 4

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RouteName
Description: The name of the route, as defined on the Route Properties property
sheet.
Type: varchar
Length: 30

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

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Data dictionary Standard 1.0

Linkages with other statistics groups


You can link route statistics to other statistics groups to generate customized
reports. For more information, see “When statistics are cumulated” on page 95.

The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.

Note: You must specify both of these fields as your linkage key, in the specified
order.

IF you are generating a custom THEN the linkage key data fields
report using are
TrunkStat Timestamp
RouteID

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SCCSDBSpace views

Introduction
SCCSDBSpace views display information about the size of the Symposium Call
Center Server database, including
 space allocated for the database
 space used by the database
 space available

With a report writer application, you can create a custom report using this view.

Field descriptions
DBName
Description: The name of the database. Symposium Call Center Server uses
three databases:
 Master—Contains Sybase control information.
 Blue—Contains all server configuration information and interval, daily,
weekly, and monthly statistics.
 Call-by-call (CBC)—Contains call-by-call data, if you have configured
your server to collect it.
Type: varchar
Length: 30

DBSize
Description: The database size in Mbytes.
Type: float
Length: 8

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FreeSpace
Description: The amount of free space in the database in Mbytes.
Type: float
Length: 8

UsedSpace
Description: The current data volume in the database in Mbytes.
Type: float
Length: 8

Float field
The following table contains a description of the float field type:

Field type Description Value range Length

Float integer 1 to 100 000 8 bytes

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SkillsetStat views

Introduction
A skillset is a group of skills, such as level of expertise in a certain area, to
which an agent is assigned. Agents can be assigned up to 50 skillsets. Skillset
statistics provide summarized performance information based on a combination
of skillset and application call information. Statistics are pegged against a
combination of skillset and application.

Requirements
 Configure the server to collect skillset statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all skillsets; you cannot configure the
system to collect statistics for selected skillsets.

Pegging
Local Symposium Call Center Server calls are pegged against the Master_Script
or primary application (depending on the location of the call in the system) and
against the answering skillset, or the Agent Queue To skillset (if the call was
queued to a specific agent). Incoming networked Symposium Call Center Server
calls are pegged against the Network_Script application. ACD calls are pegged
against the ACD_DN_Application and either the skillset to which this ACD-DN
is mapped on the General – Skillset Properties property page (if defined) or the
Default_ACD_Skillset. NACD calls are pegged against the
NACD_DN_Application and either the skillset to which this Network ACD-DN
is mapped on the General – Skillset Properties property page (if defined) or the
Default_NACD_Skillset.

The following statistics are applicable to multiple applications, and are,


therefore, pegged against the System_Application:
 ActiveTime
 AllAgentBusyTime
 TotalStaffedTime

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Database views
 iSkillsetStat
 dSkillsetStat
 wSkillsetStat
 mSkillsetStat

Field descriptions
ActiveTime
Description: The amount of time a skillset is in service. A skillset is in service
when it is not in Out of Service mode and at least one agent is logged on.
Pegging: This field is only pegged against the System_Application.
Type: int
Length: 4

AllAgentBusyTime
Description: The total time that all agents assigned this skillset were busy with
calls or no agents were logged on.
Pegging: This field is only pegged against the System_Application.
Type: int
Length: 4

Application
Description: The name of the application to which this skillset is assigned, as
defined on the Application Properties property sheet.
Type: varchar
Length: 30

ApplicationID
Description: A unique number to identify an application, which is assigned by
the server when the application is added.
Type: int
Length: 4

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CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server, ACD, and NACD calls answered for this skillset.
Triggers: Calls are pegged upon answer.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application (depending on the location of the call in
the system) and against the answering skillset. Incoming networked Symposium
Call Center Server calls are pegged against the Network_Script application.
ACD calls are pegged against the ACD_DN_Application and either the skillset
to which this ACD-DN is mapped on the General – Skillset Properties property
page (if defined) or the Default_ACD_Skillset. NACD calls are pegged against
the NACD_DN_Application and either the skillset to which this Network ACD-
DN is mapped on the General – Skillset Properties property page (if defined) or
the Default_NACD_Skillset.
Restriction: This statistic does not include DN calls handled by agents assigned
to this skillset.
Type: int
Length: 4

CallsAnsweredAfterThreshold
Description: The number of local and incoming network Symposium Call
Center Server calls answered after a wait greater than or equal to the service
level threshold for the threshold class to which the skillset belongs.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
against the answering skillset.
Triggers: Delays begin when the call is queued at the skillset and end when the
call is answered.
Restriction: This statistic does not include ACD and NACD calls because delay
statistics are not available for these types of calls.
Type: int
Length: 4

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Data dictionary Standard 1.0

CallsAnsweredDelay
Description: The wait time experienced by all local and incoming network
Symposium Call Center Server calls answered for this skillset.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
against the answering skillset.
Triggers: Delays begin when the call is queued at the skillset and end when it is
answered. If a call is requeued to the same skillset, the delay begins when the
call is first queued.
Restriction: This statistic does not include ACD and NACD calls, because
delay statistics are not available for these types of calls.
Type: int
Length: 4

CallsOffered
Description: The number of Symposium Call Center Server calls offered to this
skillset. This statistic is not incremented if the same call is offered to this skillset
again.
Triggers: Calls are pegged against the Master_Script application upon arrival,
and against a primary application when the Master_Script application hands
over control.
Note: If a call is offered to multiple skillsets, this statistic is pegged multiple
times.
Type: int
Length: 4

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MaxAnsweredDelay
Description: The wait time experienced by the local or incoming network
Symposium Call Center Server call that waited the longest before being
answered.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
against the answering skillset.
Restriction: This statistic does not include ACD and NACD calls, because
delay statistics are not available for these types of calls.
Type: smallint
Length: 2

MaxSkillsetAbandonedDelay
Description: The wait time experienced by the local or incoming network
Symposium Call Center Server call queued to this skillset that waited the longest
before being abandoned.
Triggers: The delay begins when a call is queued to the skillset.
Type: smallint
Length: 2

NetCallsAnswered
Description: NSBR option only. The number of incoming network Symposium
Call Center Server calls answered for this skillset.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Type: int
Length: 4

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Data dictionary Standard 1.0

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Skillset
Description: The name of the skillset, as defined on the General – Skillset
Properties property sheet.
Type: varchar
Length: 30

SkillsetAbandoned
Description: The number of Symposium Call Center Server calls abandoned for
this skillset. This statistic does not include calls abandoned while ringing at an
agent phoneset.
Type: int
Length: 4

SkillsetAbandonedDelay
Description: The total wait time experienced by Symposium Call Center Server
calls that were abandoned for this skillset.
Triggers: The delay begins when the call is queued to this skillset and ends
when the call is abandoned.
Type: int
Length: 4

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SkillsetAbandonedAftThreshold
Description: The number of Symposium Call Center Server calls abandoned for
this skillset after a wait greater than or equal to the service level threshold for the
threshold class to which the skillset belongs.
Type: int
Length: 4

SkillsetID
Description: A unique number to identify a skillset, which is assigned by the
server when the skillset is added.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: int
Length: 4

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

TotalStaffedTime
Description: The amount of logon time for all agents belonging to this skillset.
Pegging: This field is only pegged against the System_Application.
Triggers: The logon time begins when an agent logs on to the skillset or is
reassigned (while logged on) to the skillset and ends when the agent logs off or
is reassigned out of the skillset.
Type: int
Length: 4

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Data dictionary Standard 1.0

Linkages with other statistics groups


You can link skillset statistics to other statistics groups to generate customized
reports. For more information, see “When statistics are cumulated” on page 95.

The following table shows the statistics groups to which skillset statistics can be
linked, as well as the data fields used as linkage keys.

Note: You must specify both of these fields as your linkage key, in the specified
order.

IF you are generating a custom


report using THEN the linkage key data field is
ActivityCodeStat Timestamp
ApplicationID
AgentByApplicationStat Timestamp
ApplicationID
AgentBySkillsetStat Timestamp
SkillsetID
ApplicationStat Timestamp
ApplicationID
NetworkInCallStat Timestamp
ApplicationID
NetworkOutStat Timestamp
Application ID

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TrunkStat views

Introduction
Meridian 1/Succession 1000 switch only. Trunk statistics provide summarized
trunk resource usage information. These statistics provide a way to monitor call
traffic with available trunk resources.

Requirements
 Define the routes to which the trunks belong on Symposium Call Center
Server.
 Configure the server to collect trunk statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all trunks; you cannot configure the
system to collect statistics for selected trunks.

Database views
 iTrunkStat
 dTrunkStat
 wTrunkStat
 mTrunkStat

Field descriptions
CallsAbandoned
Description: The number of Symposium Call Center Server calls abandoned
while waiting on this trunk.
Type: int
Length: 4

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Data dictionary Standard 1.0

CallsAbandonedDelay
Description: The total wait time experienced by Symposium Call Center Server
calls that were abandoned.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site.
Type: int
Length: 4

CallsAnswered
Description: The number of Symposium Call Center Server calls answered.
Triggers: Calls are pegged upon answer.
Type: int
Length: 4

CallsAnsweredDelay
Description: The total wait time experienced by all Symposium Call Center
Server calls that came in through a trunk.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site.
Type: int
Length: 4

CallsOffered
Description: The number of Symposium Call Center Server calls offered to this
trunk.
Triggers: Calls are pegged upon arrival.
Type: int
Length: 4

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OccupancyTime
Description: The total time the trunk was occupied with Symposium Call
Center Server calls.
Triggers: Occupancy times begin when the Master_Script is initiated at the
source site and end when the call ends.
Type: int
Length: 4

Route
Description: The name of the route, as defined on the Route Properties property
sheet.
Type: varchar
Length: 30

RouteID
Description: A number that identifies the route to which the trunk belongs,
which is assigned by the server when the route is defined.
Type: int
Length: 4

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

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Data dictionary Standard 1.0

Time
Description: The time when the data was pegged.
Type: char
Length: 5

Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4

TrunkID
Description: A unique number to identify the trunk within the route, as defined
on the switch.
Type: int
Length: 4

Linkages with other views


You can link trunk statistics to other views to generate customized reports. For
more information, see “When statistics are cumulated” on page 95.

The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.

Note: You must specify both of these fields as your linkage key, in the specified
order.

IF you are generating a custom THEN the linkage key data fields
report using are
RouteStat Timestamp
RouteID

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Section B: Event statistics

In this section
Overview of event statistics 236
eAgentLoginStat view 237
eCallbyCallStat views 240
eIVRPortLoginStat view 252
eNetCallByCallStat views 254

Historical Reporting and Data Dictionary 235


Data dictionary Standard 1.0

Overview of event statistics

Introduction
Event statistics are collected on a per-event basis rather than accumulated over a
period of time.

Database views
Event statistics are accessible through database views. A database view is a
logical representation of the database, which is used to organize information in
the database for your use.

Data collection option


When you configure Historical Statistics Collection, you can choose whether to
collect each of the following types of event statistics:
 agent logon and logoff statistics
 call-by-call statistics
 IVR port logon and logoff statistics

You can enable or disable the data collection option at any time while the system
is running.

When statistics are cumulated


Event statistics are cumulated as the events occur and written to the database at
the end of each pegging interval (that is, every 15 minutes).

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eAgentLoginStat view

Introduction
Agent logon and logoff statistics provide detailed information about the
distribution of an agent’s time during work hours. They show the amount of time
spent on events such as Login, Logout, Walkaway, and Return from walkaway.
Ready and Not Ready events are also pegged here.

Requirements
 Configure the server to collect agent login statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.

Database view
 eAgentLoginStat

Field descriptions
AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

Historical Reporting and Data Dictionary 237


Data dictionary Standard 1.0

AgentSurName
Description: The last or surname of the agent, as defined on the General –User
Properties property page.
Type: varchar
Length: 64

Duration
Description: For events of type logoff, the time between first logon (or, if the
first event of the day is not logon, 12:00 a.m. that morning) and the last logoff of
the day (or if the last event of the day is not logoff, 12:00 a.m. that night).

For events of type walkaway, the amount of time the agent was in the Walkaway
state.

For all other event types, this field contains zeros.


Type: int
Length: 4

Event Type

A unique identifier for an agent event.


Valid values:
 LI (Login)
 LO (Logout)
 WW (Walkaway)
 RT (Return from walkaway)
 RY (Ready)
 NR (Not Ready)
Type: char
Length: 2

PositionID
Description: A unique identifier for the agent’s position ID, as received from
the switch.

238 Symposium Call Center Server


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Type: int
Length: 4

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time of the event.
Type: char
Length: 8

Timestamp
Description: The date and time when the data was pegged.
Type: datetime
Length: 8

UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16

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Data dictionary Standard 1.0

eCallbyCallStat views

Introduction
Call-by-call statistics provide detailed information on a per-call event basis.
These statistics enable you to trace a Symposium Call Center Server call from
beginning to end regardless of the number of treatments being applied to it. It
also provides a means of monitoring the performance of a specified agent,
application, or skillset.

Requirements
 Configure the server to collect call-by-call statistics, and select the
applications for which statistics will be collected (see the Administrator’s
Guide).

Restrictions
The amount of data generated for call-by-call statistics is very large; therefore,
the time required to generate a report using call-by-call statistics is much greater
than the time required to generate a report using summarized statistics.

Database view
 eCallByCallStatYYYYMMDD

240 Symposium Call Center Server


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Field descriptions
AssociatedData
Description: Associated data is information associated with a specific event,
such as
 the other extension, trunk ID (on the Meridian 1/Succession 1000 switch),
or outside phone number associated with a call that was conferenced with
another party, transferred to another party, or put on hold while another call
was placed
 the DNIS number for an incoming call
Type: varchar
Length: 40

CallEvent
Description: A unique identifier for the type of call event.
Type: int
Length: 4

CallEventName
Description: The type of call event. For a complete list of call events that can be
collected, refer to “Call events” on page 243.
Type: varchar
Length: 80

CallID
Description: A unique number that identifies a local or network call, which is
assigned by the server.
Note: SQL does not support signed integers. Therefore, call IDs can appear
negative in the database views.
Type: int
Length: 4

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Data dictionary Standard 1.0

Destination
Description: The location where a call was directed during an event. The
destination can be identified by a dialed number, trunk ID, agent ID, skillset
name, application name, IVR queue ID or name, or site ID, for example.
Type: varchar
Length: 40

EventData
Description: The information related to or generated by this event. The data can
be a PIN entered by the caller in response to the collect digits command; an
ANI, CLID, site ID, or activity code; or reasons for the event.
Type: varchar
Length: 40

NodeID
Description: (DMS/MSL-100 switch only) A unique identifier for the switch.
Type: varchar
Length: 40

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique number that identifies the switch on the network, as
received from the switch.
Note: SQL does not support signed integers. Therefore, site IDs may appear
negative in the database views.
Type: int
Length: 4

242 Symposium Call Center Server


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Source
Description: The location of this call before this event occurred. The source can
be identified by a dialed number, trunk ID, agent ID, skillset name, application
name, IVR queue ID or name, or site ID, for example.
Type: varchar
Length: 40

TelsetLoginID
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

Time
Description: The time when the data was pegged.
Type: char
Length: 8

Timestamp
Description: The date and time when the data was pegged.
Type: datetime
Length: 8

Call events
The following table lists the call event types and the field contents for each one:

Call event Source Destination Associated data Event data

ACD Call ACD DN agent ID NULL NULL


Answered

Historical Reporting and Data Dictionary 243


Data dictionary Standard 1.0

Call event Source Destination Associated data Event data

ACD Call On NULL NULL NULL NULL


Hold
(Meridian 1/
Succession
1000 switch)
ACD Call NULL NULL NULL NULL
Released

ACD Call NULL NULL NULL NULL


Restored

Application source destination NULL NULL


Interflowed application application ID
ID

Call Answered NULL IVR queue ID + NULL NULL


At IVR Queue IVR port ID
(Meridian 1/
Succession
1000 switch)
Call Block By route ID NULL NULL NULL
ATB (NSBR
option)

Call source agent target agent ID intercall ID time conference


Conferenced ID complete minus time
conference start

Call IVR port ID NULL NULL NULL


Conferenced At
IVR Queue
(Meridian 1/
Succession
1000 switch)
Call Consult NULL NULL intercall ID dialed number
Initiated
(Meridian 1/
Succession
1000 switch)

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Call event Source Destination Associated data Event data

Call Data (DMS/ NULL NULL call data CDN


MSL-100
switch)

Call Entered IVR application IVR queue ID NULL NULL


Queue ID
(Meridian 1/
Succession
1000 switch)
Call Not Treated IVR queue ID NULL NULL NULL
At IVR Queue
(Meridian 1/
Succession
1000 switch)
Call On Hold NULL NULL NULL NULL

Call On Hold At IVR port ID NULL NULL NULL


IVR Port
(Meridian 1/
Succession
1000 switch)
Call Presented NULL agent ID NULL NULL

Call NACD DN NULL new priority NULL


PriorityChanged
At NACD queue

Call Priority skillset ID NULL new call priority NULL


Changed At
Skillset

Call Removed NACD DN NULL NULL NULL


From NACD
(Meridian 1/
Succession
1000 switch)
Call Restored NULL NULL NULL NULL

Historical Reporting and Data Dictionary 245


Data dictionary Standard 1.0

Call event Source Destination Associated data Event data

Call Restored At IVR port ID NULL NULL NULL


IVR Port

Call Terminated IVR port ID NULL NULL NULL


At IVR Queue
(Meridian 1/
Succession
1000 switch)
Call Transferred source agent target agent ID intercall ID time transfer
ID complete minus time
transfer start

Call Transferred IVR port ID NULL NULL NULL


At IVR Queue
(Meridian 1/
Succession
1000 switch)
Dequeued From skillset ID NULL NULL dequeue reason
Network Skillset
(NSBR option)

Dequeued From skillset ID NULL call priority “dequeue reason +


Skillset queue time duration;
reason can be one of
the following:
ABANDONED,
PRESENTED,
SK_SET_OUT_OF_
SERVICE,
CANCELLED,
NET_NODE_BLOC
KED,
NET_ALREADY_S
ERVICED and
UNKNOWN”

Digit Collection NULL NULL NULL NULL


(DMS/MSL-100
switch)

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Call event Source Destination Associated data Event data

Digit Collection NULL NULL digits collected duration time


Ended

DN Call calling NULL DN call type (int or NULL


Answered number ext)

DN Call Initiated NULL dialed number DN call type (int or NULL


ext)

DN Call On NULL NULL NULL NULL


Hold

DN Call NULL NULL NULL NULL


Released

DN Call NULL NULL NULL NULL


Restored

Give Broadcast application IVR queue ID NULL NULL


ID

Give Broadcast application IVR queue ID NULL duration time


Completed ID

Give Default application NULL NULL default CDN


ID

Give Force Busy application NULL NULL NULL


ID

Give Force application NULL NULL NULL


Disconnect ID

Give Force application NULL NULL NULL


Overflow ID

Give IVR application NULL IVR queue ID NULL


ID

Give Music application route ID NULL NULL


ID

Historical Reporting and Data Dictionary 247


Data dictionary Standard 1.0

Call event Source Destination Associated data Event data

Give Music route ID application ID NULL duration time


Completed

Give NACD application NACD DN NULL NULL


ID

Give RAN application route ID NULL NULL


ID

Give RAN route ID application ID NULL duration time


Completed

Give Ringback NULL NULL NULL NULL

Give Route Call application NULL NULL NULL


(NSBR option) ID

Give Silence NULL NULL NULL NULL

Handed Over to CDN Application ID “for normal call - NULL


Master (if applicable) ““NORM””;
Application for transferred/
conferenced call -
““TRANF/CONF +
intercall ID”””

Handed Over to CDN Application ID “for normal call - NULL


Network Script ““NORM””;
Application for transferred/
(NSBR option) conferenced call -
““TRANF/CONF”””

Host Response NULL NULL Host Name NULL

Local Call NULL NULL NULL NULL


Abandoned

Local Call NULL NULL skillset ID NULL


Answered

Local Call route ID + CDN DNIS CLID


Arrived trunk ID

248 Symposium Call Center Server


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Call event Source Destination Associated data Event data

Local Call NULL destination site NULL NULL


NACD Out name

Local Call application destination site NULL NULL


Networked Out ID name
(NSBR option)

Local Call NULL NULL “for normal call - NULL


Released ““NORM””;
for transferred/
conferenced call -
““TRANF/CONF +
intercall ID”””

NACD Call NACD DN agent ID NULL NULL


Answered

NACD Call On NULL NULL NULL NULL


Hold

NACD Call NACD DN Application ID “for normal NACD NULL


Released (if applicable) call - ““NORM””;
for transferred call -
““TRANF + intercall
ID”””

NACD Call NULL NULL NULL NULL


Restored

Network Call application NULL NULL NULL


Abandoned ID
(NSBR option)

Network Call NULL NULL skillset ID time answered minus


Answered time queued
(NSBR option)

Network Call route ID + CDN DNIS CLID


Arrived (NSBR trunk ID
option)

Historical Reporting and Data Dictionary 249


Data dictionary Standard 1.0

Call event Source Destination Associated data Event data

Network Call skillset ID NULL NULL dequeue reason


Dequeued
(NSBR option)

Network Call remote skillset ID local application ID first time queued?


Queued (NSBR application YES or NO
option) ID + remote
site ID

Network Call NULL NULL NULL NULL


Released (NSBR
option)

Network Out destination NULL NULL time abandoned


Call Abandoned site name minus time arrived
At Remote Node
(NSBR option)

Network Out destination NULL NULL time answered minus


Call Answered site name time arrived
At Remote Node
(NSBR option)

Network Out route ID NULL NULL NULL


Call Reached
Non ISDN
(NSBR option)

Network Out NULL NULL NULL NULL


Call Released At
Remote Node
(NSBR option)

Play Prompt NULL NULL NULL voice file name +


(Meridian 1/ language ID
Succession
1000 switch)

250 Symposium Call Center Server


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Call event Source Destination Associated data Event data

Play Prompt NULL NULL NULL duration time


Ended
(Meridian 1/
Succession
1000 switch)
Query Host Info NULL NULL Host Name NULL

Queued To Application agent ID call priority NULL


Agent ID (if
applicable)

Queued To application remote site name NULL first time queued?


Network Skillset name and skillset name YES or NO

Queued To Application skillset ID call priority first time queued?


Skillset ID (if YES or NO
applicable)

Returned From IVR queue ID application ID NULL NULL


IVR
(Meridian 1/
Succession
1000 switch)
Returned To agent ID NULL return to queue reason NULL
Skillset

Send Info To NULL NULL Host Name NULL


Host

Script Handed source destination NULL NULL


Off application application ID
ID

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Data dictionary Standard 1.0

eIVRPortLoginStat view

Introduction
Interactive Voice Response (IVR) port—or voice port—logon and logoff
statistics provide detailed information on how an IVR port’s time is distributed
while in service and out of service.

Requirements
 Define IVR ports on Symposium Call Center Server.
 Configure the server to collect IVR port statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all IVR ports; you cannot configure the
system to collect statistics for selected ports.

Database view
 eIVRPortLoginStat

Field descriptions
Event Type

A unique identifier for an IVR port event.


Valid values:
 login (LI)
 logout (LO)
Type: char
Length: 2

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IVRPortID
Description: A unique number to identify an IVR port, which is assigned by the
server when the voice port is defined.
Type: varchar
Length: 30

Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

Time
Description: The time when the data was pegged.
Type: char
Length: 8

Timestamp
Description: The date and time when the event occurred.
Type: datetime
Length: 8

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Data dictionary Standard 1.0

eNetCallByCallStat views

Introduction
The eNetCallByCallStat views provide detailed information for call events that
occurred at the destination site. The database for these statistics is located on the
Network Control Center (NCC). These statistics, combined with call-by-call
statistics, allow you to trace a network Symposium Call Center Server call
during the selected interval.

Notes:
 To populate the eNetCallByCallStat view, Symposium Call Center Server
regularly copies data from the eCallByCallStat views at the destination
server to the eNetCallByCallStat view at the NCC. If your servers are in
different time zones, you can convert destination site times to source site
times before writing them to the eNetCallByCallStat view. (To do so,
ensure that Time Zone Relative to GMT is configured correctly in the
parameters for each site.) This makes tracking a call easier.
For example, a call may arrive at the source at 13:00:00 local time and be
answered at the destination 5 seconds later, at 14:00:05 local time. If Time
Zone Relative to GMT is configured correctly for both sites, the answer
time is pegged as 13:00:05 in the eNetCallByCallStat view, and the events
appear in chronological order, regardless of time zone.
 Server times are not synchronized automatically. If server times are
unsynchronized, events may appear in the wrong order. For example, if the
source site clock is several seconds behind the destination site clock, a call
may arrive at the source site at 13:15:05 and be answered at the destination
site at 13:14:57.
Furthermore, if the administrator at the destination site wants to generate a
report containing that call, he or she may request a report for the interval
from 13:00 to 13:15. However, the call will not appear in the report. It will
be included in reports for the interval during which it was networked out
from the source site (that is, 13:15 to 13:30).
 Changing the Time Zone Relative to GMT for a site (for example, for a
change to or from daylight saving time) affects pegging of calls that have
been networked out but not answered. All events at the source site are

254 Symposium Call Center Server


April 2004 Data dictionary

pegged with the old time, and all events at the destination site are pegged
with the new time.

Enabling network call-by-call statistics collection


To enable the collection of network call-by-call statistics for an application,
configure the application for network call-by-call statistics collection at the
source site (see the Administrator’s Guide).

Note: Statistics are collected at the destination site, regardless of the


configuration of call-by-call statistics collection at that site.

If you change the call-by-call statistics collection option at the source site, the
change is effective only for calls arriving after the change is propagated through
the network. Propagation can take several minutes.

Restrictions
The amount of data generated for call-by-call statistics is very large, and the
time required to generate a report using call-by-call statistics is much longer
than the time required to generate a report using summarized statistics.

Field descriptions
Associated Data
Description: Associated data is information associated with a specific event,
such as
 the other extension, trunk ID, or outside phone number associated with a
call that was conferenced with another party, transferred to another
party, or put on hold while another call was placed
 the DNIS number for an incoming call
Type: varchar
Length: 40

Historical Reporting and Data Dictionary 255


Data dictionary Standard 1.0

CallEvent
Description: A unique identifier for the type of call event.
Type: int
Length: 4

CallEventName
Description: The type of call event. For a complete list of call events that can
be collected, refer to “Call events” on page 243.
Type: varchar
Length: 80

CallID
Description: A unique number to identify a network call, as assigned by the
server.
Note: SQL does not support signed integers. Therefore, call IDs can appear
negative in the database views.
Type: int
Length: 4

Destination
Description: The location where a call was directed during an event. The
destination could be identified by a dialed number, trunk ID, agent ID, skillset
ID, application ID, IVR queue ID or name, or site ID, for example.
Type: varchar
Length: 40

EventData
Description: The information related to or generated by this event. The data
could be a PIN entered by the caller in response to the collect digits command;
or an ANI, CLID, site ID, or activity code; or reasons for the event.
Type: varchar
Length: 40

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Site
Description: The name of the source Symposium Call Center Server site, as
assigned during installation.
Type: varchar
Length: 30

Source
Description: The location of this call before this event occurred. The source
could be identified by a dialed number, trunk ID, agent ID, skillset ID,
application ID, IVR queue ID or name, or site ID, for example.

SourceSiteID
Description: A unique number that identifies the switch on the network, as
received from the switch.
Note: SQL does not support signed integers. Therefore, site IDs can appear
negative in the database views.
Type: int
Length: 4

TelsetLoginID
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

Time
Description: The time when the event occurred. If Time Zone Relative to GMT
is configured correctly for the source and destination sites, this time is in the
time zone of the source site.
Type: char
Length: 8

Historical Reporting and Data Dictionary 257


Data dictionary Standard 1.0

Timestamp
Description: The date and time when the data was pegged. The time is in the
time zone of the source site.
Type: datetime
Length: 8

Call events
The following table lists the call event types and the field contents for each one:

Call event Source Destination Associated data Event data

Call Answered NULL IVR queue ID + NULL NULL


At IVR Queue IVR port ID
(Meridian 1/
Succession
1000 switch)
Call Block By route ID NULL NULL NULL
ATB

Call source agent target agent ID intercall ID time conference


Conferenced ID complete minus time
conference start

Call IVR port ID NULL NULL NULL


Conferenced At
IVR Queue
(Meridian 1/
Succession
1000 switch)
Call Consult NULL NULL intercall ID dialed number
Initiated
(Meridian 1/
Succession
1000 switch)

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Call event Source Destination Associated data Event data

Call Entered IVR application IVR queue ID NULL NULL


Queue ID
(Meridian 1/
Succession
1000 switch)
Call Not Treated IVR queue ID NULL NULL NULL
At IVR Queue
(Meridian 1/
Succession
1000 switch)
Call On Hold NULL NULL NULL NULL

Call On Hold At IVR port ID NULL NULL NULL


IVR Port
(Meridian 1/
Succession
1000 switch)
Call Presented NULL agent ID NULL NULL

Call Priority skillset ID NULL new call priority NULL


Changed At
Skillset

Call Restored NULL NULL NULL NULL

Call Restored At IVR port ID NULL NULL NULL


IVR Port

Call Terminated IVR port ID NULL NULL NULL


At IVR Queue
(Meridian 1/
Succession
1000 switch)
Call Transferred source agent target agent ID intercall ID time transfer
ID complete minus time
transfer start

Historical Reporting and Data Dictionary 259


Data dictionary Standard 1.0

Call event Source Destination Associated data Event data

Call Transferred IVR port ID NULL NULL NULL


At IVR Queue
(Meridian 1/
Succession
1000 switch)
Dequeued From skillset ID NULL NULL dequeue reason
Network Skillset
(NSBR option)

Digit Collection NULL NULL NULL NULL


(DMS/MSL-100
switch)

Digit Collection NULL NULL digits collected duration time


Ended

Give Broadcast application IVR queue ID NULL NULL


ID

Give Broadcast application IVR queue ID NULL duration time


Completed ID

Give Default application NULL NULL default CDN


ID

Give Force Busy application NULL NULL NULL


ID

Give Force application NULL NULL NULL


Disconnect ID

Give Force application NULL NULL NULL


Overflow ID

Give IVR application NULL IVR queue ID NULL


ID

Give Music application route ID NULL NULL


ID

Give Music route ID application ID NULL duration time


Completed

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Call event Source Destination Associated data Event data

Give NACD application NACD DN NULL NULL


ID

Give RAN application route ID NULL NULL


ID

Give RAN route ID application ID NULL duration time


Completed

Give Ringback NULL NULL NULL NULL

Give Route Call application NULL NULL NULL


ID

Give Silence NULL NULL NULL NULL

Handed Over to CDN Application ID “for normal call - NULL


Network Script ““NORM””;
Application for transferred/
(NSBR option) conferenced call -
““TRANF/CONF”””

Host Response NULL NULL Host Name NULL

Network Call application NULL NULL NULL


Abandoned ID

Network Call NULL NULL skillset ID time answered minus


Answered time queued

Network Call route ID + CDN DNIS CLID


Arrived trunk ID

Network Call skillset ID NULL NULL dequeue reason


Dequeued

Network Call remote skillset ID local application ID first time queued?


Queued application YES or NO
ID + remote
site ID

Network Call NULL NULL NULL NULL


Released

Historical Reporting and Data Dictionary 261


Data dictionary Standard 1.0

Call event Source Destination Associated data Event data

Play Prompt NULL NULL NULL voice file name +


(Meridian 1/ language ID
Succession
1000 switch)
Play Prompt NULL NULL NULL duration time
Ended
(Meridian 1/
Succession
1000 switch)
Query Host Info NULL NULL Host Name NULL

Queued To Application agent ID call priority NULL


Agent ID (if
applicable)

Queued To Application skillset ID call priority first time queued?


Skillset ID (if YES or NO
applicable)

Returned From IVR queue ID application ID NULL NULL


IVR
(Meridian 1/
Succession
1000 switch)
Returned To agent ID NULL return to queue reason NULL
Skillset

Send Info To NULL NULL Host Name NULL


Host

Script Handed source destination NULL NULL


Off application application ID
ID

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Section C: Configuration views

In this section
Overview of configuration views 265
AccessRights view 266
ActivityCode view 270
Agent view 271
Application view 277
ApplicationByScript view 279
ApplicationThresholdTemplate view 282
CDN view 284
CodeToMessage view 286
DNIS view 287
DNISThresholdTemplate view 289
Formula view 290
HistoricalStatCollection view 292
HistoricalStatDuration view 296
HistoricalStatStorage view 298
IVRPort view 300
IVRQueue view 302
IVRThresholdTemplate view 304
NCCConfig view 306
NCCNetworkSkillset view 307
NCCRanking view 310
NCCRemoteApplication view 312
NCCSite view 314
NetworkConfig view 316

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Data dictionary Standard 1.0

NetworkRankingAssignment view 317


NetworkSkillsetStatus view 320
NetworkThresholdTemplate view 322
PhonesetDisplay view 324
Ranking view 325
RealTimeColumn view 327
RealTimeStatCollection view 329
RealTimeTemplate view 333
RemoteApplication view 335
Route view 337
RouteThresholdTemplate view 339
ScheduledSkillsetAssignment view 341
ScheduledSupervisorAssignment view 344
Script view 347
ScriptVariableProperties view 349
ScriptVariables view 351
Site view 353
Skillset view 355
SkillsetByAgent view 359
SkillsetByAssignment view 361
SkillsetThresholdTemplate view 364
SummaryThresholdTemplate view 366
Supervisor view 368
SupervisorAgentAssignment view 372
SupervisorByAssignment view 374
SwitchPort view 377
TargetSwitchComm view 379
UserTemplate view 381
UserThresholdTemplate view 384
Views view 386

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Overview of configuration views

Introduction
Configuration data describes the configuration of your server.

Database views
Configuration data is accessible through database views. A database view is a
logical representation of the database, which is used to organize the information
in the database for your use.

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AccessRights view

Introduction
This view lists all desktop users and their access levels.

Field descriptions
Comment
Description: The comments defined on the General – Access Class Properties
property page, if any.
Type: varchar
Length: 127

CreateDeleteAccess
Description: Shows whether the user can add or remove objects of this type.
Type: char
Length: 1

CreateDeleteAgentAccess
Description: Shows whether the user can add or remove agents.
Type: char
Length: 1

CreateDeleteAllAgentAccess
Description: Shows whether the user can add or remove all agents.
Type: char
Length: 1

ExecuteAccess
Description: Shows whether the user can run objects of this type.
Type: char
Length: 1

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ExecuteAgentAccess
Description: Shows whether the user can run objects of this type to process his
or her reporting or associated agents.
Type: char
Length: 1

ExecuteAllAgentAccess
Description: Shows whether the user can run objects of this type for all agents.
Type: char
Length: 1

GivenName
Description: The desktop user’s first or given name, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

GroupName
Description: The access class to which the desktop user belongs.
Type: varchar
Length: 40

ObjectKey
Description: A unique identifier for a function for which the user has been
assigned access rights.
Type: varchar
Length: 40

ObjectName
Description: A function for which the user has been assigned access rights.
Type: varchar
Length: 40

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PCLoginName
Description: The desktop user’s userid, defined on the Desktop – User
Properties property page.
Type: varchar
Length: 30

ReadAccess
Description: Shows whether the user has view access for this function.
Type: char
Length: 1

ReadAgentAccess
Description: Shows whether the user has view access for his or her reporting or
associated agents.
Type: char
Length: 1

ReadAllAgentAccess
Description: Shows whether the user has view access for all agents.
Type: char
Length: 1

SurName
Description: The desktop user’s last or surname, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

WriteAccess
Description: Shows whether the user has modify access for this function.
Type: char
Length: 1

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WriteAgentAccess
Description: Shows whether the user has modify access for his or her agents.
Type: char
Length: 1

WriteAllAgentAccess
Description: Shows whether the user has modify access for all agents.
Type: char
Length: 1

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ActivityCode view

Introduction
This view lists all of the activity codes and their assigned names.

Field descriptions
ActivityCode
Description: The number assigned to the activity code on the Activity Code
Properties property sheet.
Type: nvchar
Length: 32

Name
Description: The name assigned to the activity code on the Activity Code
Properties property sheet.
Type: varchar
Length: 30

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Agent view

Introduction
This view lists agents and their properties.

Field descriptions
AlternateCallAnswer
Description: Meridian 1/Succession 1000 switch only. Shows whether the
agent can put a DN call on hold to answer an incoming call. This option is
defined for the call presentation class to which the agent belongs.
Type: char
Length: 1

CallForceOption
Description: Meridian 1/Succession 1000 switch only. Shows whether the call
force option is enabled for the call presentation class to which this agent
belongs.
Type: char
Length: 1

CallForceDelayTimer
Description: Meridian 1/Succession 1000 switch only. The time that elapses
before a call is automatically presented to an agent. This option is defined for the
call presentation class to which the agent belongs.
Type: int
Length: 4

Comment
Description: The comments defined on the General – User Properties property
page, if any.
Type: varchar
Length: 127

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Department
Description: The department to which the agent belongs, as defined on the
General – User Properties property page.
Type: varchar
Length: 64

GivenName
Description: The agent’s first or given name, as defined on the General – User
Properties property page.
Type: varchar
Length: 64

NROSDN
Description: DMS/MSL-100 switch only. Shows whether the agent can receive
calls while active on an outgoing call on his or her secondary DN.
Type: char
Length: 1

PersonalDN
Description: Meridian 1/Succession 1000 switch only. The agent’s personal DN
(if any), as defined on the Phoneset – User Properties page.
Type: varchar
Length: 32

ReturnToQueueMode
Description: The mode of the agent’s phoneset after returning a call to the
queue.
Type: varchar
Length: 80

ReturnToQueueOnNoAnswer
Description: Shows whether unanswered calls are returned to the queue.
Type: char
Length: 1

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ReturnToQueueWaitInterval
Description: The time before an unanswered call is returned to the queue.
Type: smallint
Length: 2

SecondaryDN
Description: DMS/MSL-100 switch only. The secondary DN configured on the
phoneset at which the agent is logged on.
Type: varchar
Length: 16

SurName
Description: The agent’s last or surname, as defined on the General – User
Properties property page.
Type: varchar
Length: 64

SwitchID
Description: The switch ID of the phoneset at which the agent is logged on,
received from the switch.
Type: int
Length: 4

SwitchPortAddress
Description: The switch port address of the phoneset at which the agent is
logged on, received from the switch.
Type: varchar
Length: 30

SwitchPortName
Description: The switch port name of the phoneset at which the agent is logged
on, as received from the switch.
Type: varchar
Length: 30

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TelsetLoginID
Description: The numeric ID that the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

TelsetShowReserve
Description: NSBR option only. Shows whether an agent’s phoneset can show
that the agent is reserved for a network call.
Type: char
Length: 1

TemplateID
Description: A unique ID for the agent’s call presentation class, assigned when
the call presentation class is added. The call presentation class is assigned to the
agent on the Call Presentation property page. It determines how calls are
presented to the agent.
Type: varchar
Length: 30

TemplateName
Description: The call presentation class assigned to the agent on the Call
Presentation property page. The call presentation class determines how calls are
presented to the agent.
Type: varchar
Length: 30

ThresholdTemplateID
Description: A unique ID for the agent’s threshold class, assigned when the
threshold class is added. The threshold class is assigned to the agent on the
Threshold Class – User Properties property page.
Type: varchar
Length: 30

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ThresholdTemplateName
Description: The threshold class assigned to the agent on the Threshold Class –
User Properties property page.
Type: varchar
Length: 30

Title
Description: The agent’s title, as defined on the General – User Properties
property page.
Type: varchar
Length: 64

UnionBreakTimer
Description: Meridian 1/Succession 1000 switch only. The length of the break
period allowed between calls. This option is defined for the call presentation
class to which the agent belongs.
Type: smallint
Length: 2

UserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16

VariableWrap
Description: DMS/MSL-100 switch only. Shows whether the agent will be put
into Variable Wrap state after a call. Calls will not be presented to agents while
they are in Variable Wrap state. This option is defined for the call presentation
class to which the agent belongs.
Type: char
Length: 1
Valid values:
 0 (variable wrap configured with an interval of 0)

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 1 (variable wrap configured with an interval greater than zero)


 2 (release guard configured)

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Application view

Introduction
The Application view lists all applications (Master and primary scripts) and their
service level. The view also indicates whether the server collects call-by-call
statistics for the application.

Field descriptions
ApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4

CallByCall
Description: Shows whether the collection of call-by-call statistics for this
application is enabled on the Call by Call – Historical Statistic Configuration
property page.
Type: tinyint
Length: 1

Name
Description: The name of the application, as defined on the General –
Application Properties property page.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for the threshold class to which this
application belongs.
Type: varchar
Length: 30

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TemplateID
Description: A unique ID for the application’s threshold class, assigned when
the threshold class is added. The threshold class is assigned to the agent on the
Threshold Class – User Properties property page.
Type: int
Length: 4

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ApplicationByScript view

Introduction
The ApplicationByScript view describes the relationship between application
scripts.

Parent script: definition


A parent script is any script that directs a call to another secondary script.

Child script: definition


A child script is a secondary script to which a primary script or another
secondary script directs a call.

Field descriptions
ChildComment
Description: Not used in this version.
Type: varchar
Length: 80

ChildName
Description: The name of the referenced script.
Type: varchar
Length: 30

ChildStatus
Description: The status of the referenced script.
Type: varchar
Length: 80

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ChildUserFirstName
Description: The first or given name of the user who created the referencing
script.
Type: varchar
Length: 30

ChildUserLastName
Description: The family or surname of the user who created the referencing
script.
Type: varchar
Length: 30

ParentComment
Description: Not used in this version.
Type: varchar
Length: 80

ParentName
Description: The name of the referencing script.
Type: varchar
Length: 30

ParentStatus
Description: The status of the referencing script.
Type: varchar
Length: 80

ParentUserFirstName
Description: The first or given name of the user who created the referencing
script.
Type: varchar
Length: 30

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ParentUserLastName
Description: The family or surname of the user who created the referencing
script.
Type: varchar
Length: 30

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ApplicationThresholdTemplate view

Introduction
The ApplicationThresholdTemplate view lists your application threshold classes
and their threshold levels.

Note: This view supersedes the ApplicationTemplate view.

Field descriptions
Field
Description: A field for which a threshold is defined in the threshold class to
which the application belongs.
Type: varchar
Length: 80

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

Name
Description: The name of the threshold class to which this application belongs.
Type: varchar
Length: 30

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ServiceLevelThreshold
Description: The service level threshold for the threshold class.
Type: int
Length: 4

TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

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Data dictionary Standard 1.0

CDN view

Introduction
The CDN view lists the CDNs and their assigned names and statuses.

Field descriptions
Acquire
Description: Shows whether there is a request to acquire the CDN.
Type: char
Length: 1

CDN
Description: The number assigned to the CDN on the CDN Properties property
sheet.
Type: varchar
Length: 7

Name
Description: The name assigned to the CDN on the CDN Properties property
sheet.
Type: varchar
Length: 30

Status
Description: The status of the CDN.
Type: varchar
Length: 80

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Type
Description: The call type.
Valid values:
 Local
 Network
Type: varchar
Length: 80

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CodeToMessage view

Introduction
This view is used internally by the program.

Field descriptions
Category
Description: A system-defined classification for the status code.
Type: varchar
Length: 30

Code
Description: The numeric status code value.
Type: int
Length: 4

Msg
Description: The corresponding message text.
Type: varchar
Length: 80

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DNIS view

Introduction
The DNIS view lists the DNIS numbers and their properties.

Field descriptions
DNIS
Description: A unique number used to identify a DNIS, which is assigned by
the server when the DNIS is defined.
Type: varchar
Length: 16

DNIS_PREFIX
Description: Stores the prefix of a DNIS number. It allows you to sort, filter,
and report on individual DNIS 800 numbers.
Type: varchar
Length: 16

Name
Description: The name of a DNIS, as defined on the DNIS Properties property
sheet.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for the DNIS, as defined on the DNIS
Properties property sheet.
Type: int
Length: 4

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TemplateID
Description: A unique identifier for the threshold class assigned to this DNIS.
The system contains a single, system-defined DNIS threshold class.
Type: int
Length: 4

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DNISThresholdTemplate view

Introduction
The DNISThresholdTemplate view provides information about the DNIS
threshold class. The system contains a single, system-defined threshold class.

Field descriptions
Name
Description: The system-defined name of the threshold class.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for the threshold class.
Type: int
Length: 4

TemplateID
Description: The system-defined unique identifier for the threshold class.
Type: int
Length: 4

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Formula view

Introduction
The Formula view lists all of the customized formulas and their definitions. You
can use formulas to create customized real-time statistics fields by combining
existing statistics fields with mathematical operators.

Field descriptions
Class
Description: The class to which the formula belongs.
Type: varchar
Length: 80

Comment
Description: Additional information about the formula (if any), as defined on
the Formula Properties property sheet.
Type: varchar
Length: 127

Definition
Description: The standard formulas used to create the custom formula.
Type: varchar
Length: 255

Format
Description: The display format for the formula
Type: varchar
Length: 80

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FormulaID
Description: A unique identifier for a formula, which is assigned by the server
when the formula is added.
Type: int
Length: 4

Name
Description: The name of the formula.
Type: varchar
Length: 30

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HistoricalStatCollection view

Introduction
The HistoricalStatCollection view lists all of the data types Symposium Call
Center Server can collect and, for each one, indicates whether it is selected.

Field descriptions
ActivityCode
Description: Shows whether statistics in the activity code statistics group will
be collected.
Type: char
Length: 1

AgentByApplication
Description: Shows whether statistics in the agent by application statistics
group will be collected.
Type: char
Length: 1

AgentLogin
Description: Shows whether statistics in the agent logon and logoff statistics
group will be collected.
Type: char
Length: 1

AgentPerformance
Description: Shows whether statistics in the agent performance statistics group
will be collected.
Type: char
Length: 1

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Application
Description: Shows whether statistics in the application statistics group will be
collected.
Type: char
Length: 1

CDN
Description: Shows whether statistics in the CDN statistics group will be
collected.
Type: char
Length: 1

DNIS
Description: Shows whether statistics in the DNIS statistics group will be
collected.
Type: char
Length: 1

IVR
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the IVR statistics group will be collected.
Type: char
Length: 1

IVRPort
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the IVR port statistics group will be collected.
Type: char
Length: 1

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IVRPortLogin
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the IVR port login and logout statistics group will be collected.
Type: char
Length: 1

NetworkCall
Description: NSBR option only. Shows whether statistics in the network call
statistics group will be collected.
Type: char
Length: 1

NetworkOutCall
Description: NSBR option only. Shows whether statistics in the network outcall
statistics group will be collected.
Type: char
Length: 1

RANMusicRoute
Description: Shows whether statistics in the RAN/Music route statistics group
will be collected.
Type: char
Length: 1

Route
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the route statistics group will be collected.
Type: char
Length: 1

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Skillset
Description: Shows whether statistics in the skillset statistics group will be
collected.
Type: char
Length: 1

SkillsetByAgent
Description: Shows whether statistics in the agent by skillset statistics group
will be collected.
Type: char
Length: 1

SkillsetState
Description: Not used in this version.

Trunk
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the trunk statistics group will be collected.
Type: char
Length: 1

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HistoricalStatDuration view

Introduction
The HistoricalStatDuration view shows the length of time the server keeps
statistics for each collection period and event type.

Field descriptions
BusinessDaysPerWeek
Description: The number of business days per week for which the system
collects historical statistics data.
Type: smallint
Length: 2

BusinessHoursPerDay
Description: The number of hours per business day that the system collects
historical statistics data.
Type: smallint
Length: 2

DaysofAgentLogin
Description: The number of days agent logon statistics are stored by the
system.
Type: smallint
Length: 2

DaysOfCallByCall
Description: The number of days call-by-call statistics are stored by the system.
Type: smallint
Length: 2

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DaysOfDaily
Description: The number of days daily statistics are stored by the system.
Type: smallint
Length: 2

DaysOfInterval
Description: The number of days interval statistics are stored by the system.
Type: smallint
Length: 2

DaysofIVRPortLogin
Description: Meridian 1/Succession 1000 switch only. The number of days IVR
port logon statistics are stored by the system.
Type: smallint
Length: 2

DaysOfSkillsetState
Description: Not used in this version.

FirstDayOfWeek
Description: The day defined as the first day of the business week. This is the
day that weekly statistics are cumulated for the previous week.
Type: varchar
Length: 80

MonthsOfMonthly
Description: The number of months monthly statistics are stored by the system.
Type: smallint
Length: 2

WeeksOfWeekly
Description: The number of weeks weekly statistics are stored by the system.
Type: smallint
Length: 2

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HistoricalStatStorage view

Introduction
The HistoricalStatStorage view describes the amount of disk space allocated to
store historical data. Space allocation depends upon the size of the disk drive.

Where properties are defined


Historical Statistics Storage Properties are defined on the Historical Statistics
Configuration property page.

Field descriptions
Configured
Description: The value configured for this parameter on the Historical Statistics
Configuration property sheet.
Type: int
Length: 4

Parameter
Description: The name of the parameter.
Type: varchar
Length: 80

Purchased
Description: The purchased value for this parameter.
Type: int
Length: 4

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System
Description: The measured value for this parameter. This is the number
currently in use on the system. For example, if the system value for the Active
Agents is 3, then 3 agents are currently logged on.
Type: int
Length: 4

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IVRPort view

Introduction
Meridian 1/Succession 1000 switch only. The IVRPort view lists the voice
ports. For each port, it provides the switch configuration information.

Field descriptions
Acquire
Description: Shows whether there is a request to acquire the voice port.
Type: char
Length: 1

IVRPortID
Description: A unique identifier for the voice port, which is assigned by the
server when the port is added.
Type: varchar
Length: 16

IVRQueueID
Description: The threshold class to which the IVR queue is assigned.
Type: varchar
Length: 7

Name
Description: The name of the voice port, as defined on the Voice Port Properties
property page.
Type: varchar
Length: 30

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Status
Description: The status of the voice port.
Type: varchar
Length: 80

SwitchID
Description: The switch ID of an IVR port, as received from the switch.
Type: int
Length: 4

SwitchPortAddress
Description: The switch address of the IVR port, as received from the switch.
Type: varchar
Length: 40

SwitchPortName
Description: The name assigned to the IVR port on the switch, as received from
the switch.
Type: varchar
Length: 30

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IVRQueue view

Introduction
Meridian 1/Succession 1000 switch only. The IVRQueue view lists the IVR
ACD-DNs and their properties.

Field descriptions
Acquire
Description: Shows whether there is a request to acquire the IVR ACD-DN.
Type: char
Length: 1

IVRQueueID
Description: A unique identifier for the IVR ACD-DN, which is assigned by
the server when the IVR ACD-DN is added.
Type: varchar
Length: 7

Name
Description: The name of the IVR ACD-DN, as defined on the IVR ACD-DN
Properties property page.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for the threshold class to which the
IVR ACD-DN belongs.
Type: int
Length: 4

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Status
Description: The status of the IVR ACD-DN.
Type: varchar
Length: 80

TemplateID
Description: The name of the threshold class to which the IVR ACD-DN
belongs.
Type: int
Length: 4

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IVRThresholdTemplate view

Introduction
Meridian 1/Succession 1000 switch only. The IVRThresholdTemplate view lists
the IVR threshold classes and their threshold levels.

Field descriptions
Field
Description: The name of field for which a threshold is defined in the threshold
class.
Type: varchar
Length: 80

FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

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Name
Description: The name of the IVR threshold class.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for this threshold class.
Type: int
Length: 4

TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

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NCCConfig view

Introduction
NCC option only. The NCCConfig view is not used in this version.

Field descriptions
NumBestNodes
Description: Not used in this version.
Type: int
Length: 4

StaleDataRatio
Description: Not used in this version.
Type: int
Length: 4

UpdateRate
Description: Not used in this version.
Type: int
Length: 4

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NCCNetworkSkillset view

Introduction
NCC option only. The NCCNetworkSkillset view lists all the network skillsets
and, for each one, indicates the routing table method being utilized for the
network skillset.

A routing table defines how calls are queued to the sites on the network. Each
site has a routing table for each network skillset at that site. When you create a
network skillset, you choose the routing table type for that skillset. Two types of
routing tables are available.

Round robin
The server queues the first call to the first, second, and third site in the routing
table for the network skillset. When an agent becomes available at one of these
sites, the server reserves the agent, and the call is presented to the agent.

When the second call arrives, the server queues it to the second, third, and fourth
site in the routing table. When the third call arrives, the server queues it to the
third, fourth, and fifth site—and so on.

This type of routing table distributes calls most evenly among the sites.

Sequential
Whenever a call arrives, the server queues it to the first three sites in the routing
table. When an agent becomes available at one of these sites, the server reserves
the agent, and the call is presented to the agent.

This type of routing table minimizes the number of trunks used to network calls.

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Field descriptions
Comment
Description: Additional information about the network skillset, as defined on
the Skillset Properties property page, if any.
Type: int
Length: 4

IdleAgentsPriority
Description: Not used in this release.
Type: smallint
Length: 2

NetworkSkillset
Description: The name of the network skillset, as defined on the Skillset
Properties property sheet.
Type: varchar
Length: 30

NetworkSkillsetID
Description: A unique identifier for the network skillset, as defined when the
network skillset is added.
Type: int
Length: 4

UseBestNode
Description: Not used in this release.
Type: char
Length: 1

UseRoundRobin
Description: The routing table method used for the network skillset.
Type: char
Length: 1

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Valid values:
 0 (sequential)
 1 (round robin)

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NCCRanking view

Introduction
NCC option only. The NCCRanking view provides a listing of the sites in your
network. For each site, it lists the networked skillsets at that site. For each
skillset, it lists the possible destination sites and their ranking preference. The
ranking preference determines the destination site to which skillset calls are
routed.

Field descriptions
DstSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4

DstSiteName
Description: The name of a site to which calls for the network skillset can be
routed.
Type: varchar
Length: 30

NetworkSkillsetID
Description: The unique identifier for a network skillset, assigned when the
skillset is configured on the NCC.
Type: int
Length: 4
NetworkSkillsetName
Description: The name of a network skillset defined on the source site.
Type: varchar
Length: 30

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Rank
Description: The ranking of the destination site in the routing table.
Type: smallint
Length: 2

SrcSiteID
Description: The unique identifier for a source site, assigned when the site is
configured on the NCC.
Type: int
Length: 4
SrcSiteName
Description: The name of the source site.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

NCCRemoteApplication view

Introduction
NCC option only. The NCCRemoteApplication view lists all applications
(Master and primary scripts) and their service level. The view also indicates
whether the server collects call-by-call statistics for the application.

Field descriptions
CallByCall
Description: Shows whether the collection of call-by-call statistics for this
application is enabled on the Historical Statistic Configuration property sheet.
Type: tinyint
Length: 1
Valid values:
 0 (none)
 1 (local)
 2 (network)
 3 (local and network)

Name
Description: The name of the application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30

RemoteApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4

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ServiceLevelThreshold
Description: The service level threshold for the threshold class to which this
application belongs.
Type: int
Length: 4

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

SiteName
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

NCCSite view

Introduction
NCC option only. The NCCSite view lists each site in the network and, for each
one, shows its properties.

Field descriptions
Comment
Description: The comments defined on the Site Properties dialog box, if any.
Type: varchar
Length: 127

ContactNumber
Description: The phone number of the contact person.
Type: varchar
Length: 30

ContactPerson
Description: The contact person name for the site.
Type: varchar
Length: 30

Name
Description: The name of the site.
Type: varchar
Length: 30

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OutOfServiceTimer
Description: The amount of time the site is filtered from the routing table when
the maximum retry limit is reached.
Type: int
Length: 4

RelativeGMT
Description: The time difference (in hours) between GMT and the time zone in
which the site is located.
Type: int
Length: 4

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

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Data dictionary Standard 1.0

NetworkConfig view

Introduction
NSBR option only. This view contains the name of the NCC for the server.

Field descriptions
NCCSite
Description: The name of the NCC, as defined when the server was installed.
You can view the NCC name from the Network Communication Parameters
dialog box.
Type: varchar
Length: 30

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NetworkRankingAssignment view

Introduction
NSBR option only. The NetworkRankingAssignment view provides a listing of
the network control center (NCC) table routing assignments.

Field descriptions
AssignName
Description: The name of the table routing assignment, as defined when the
assignment was configured on the NCC.
Type: varchar
Length: 30

Comment
Description: The comments defined on the Ranking Table Properties property
sheet, if any.
Type: varchar
Length: 127

ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4

DestSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4

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Data dictionary Standard 1.0

DestSiteName
Description: A destination site for this network skillset, as defined in the
routing table.
Type: varchar
Length: 30

NetworkSkillsetID
Description: A unique identifier for the network skillset, as assigned when the
network skillset was configured on the NCC.
Type: int
Length: 4

NetworkSkillsetName
Description: The name of a network skillset included in this table routing
assignment.
Type: varchar
Length: 30

Rank
Description: The ranking of the site in the routing table.
Type: smallint
Length: 2

RankingAssignID
Description: The unique identifier for the table routing assignment, as defined
when the assignment was configured on the NCC.
Type: int
Length: 4

SrcSiteID
Description: The unique identifier for the source site, assigned when the site is
configured on the NCC.
Type: int
Length: 4

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SrcSiteName
Description: The source site for which the table routing assignment has been
defined.
Type: varchar
Length: 30

Status
Description: The current status for this table routing assignment.
Type: varchar
Length: 80

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Data dictionary Standard 1.0

NetworkSkillsetStatus view

Introduction
NSBR option only. The NetworkSkillsetStatus view provides a listing of the
network skillsets and their statuses.

Field descriptions
FilterStatus
Description: Indicates whether the skillset is being filtered.
Type: smallint
Length: 2
Valid values:
 11 (Server communication failure)
 12 (Dialable DN has not been configured correctly)
 13 (NACD package restriction at destination)
 14 (Maximum number of retries reached)
 15 (Trunk allocation problem, server suspended)
 16 (Incompatible server versions)
 any other value (Undefined)

FlowControlStatus
Description: Indicates whether the skillset is rejecting calls, because too many
calls are queued.
Type: smallint
Length: 2
Valid values:
 0 (Off)
 1 (Max Request)
 2 (Out of Service)

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 3 (Unknown Skillset)
 any other value (Undefined)

NetworkSkillset
Description: The name of the network skillset.
Type: varchar
Length: 30

NetworkSkillsetID
Description: A unique identifier for the network skillset, as assigned when the
network skillset was configured on the NCC.
Type: int
Length: 4

SiteName
Description: The destination site.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

NetworkThresholdTemplate view

Introduction
NSBR option only. Not used in this version.

Field descriptions
Field
Description: The name of field for which a threshold is defined in the threshold
class.
Type: varchar
Length: 80

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

Name
Description: The name of the IVR threshold class.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for this threshold class.
Type: int
Length: 4

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TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

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Data dictionary Standard 1.0

PhonesetDisplay view

Introduction
Meridian 1/Succession 1000 switch only. This view lists the configured display
types, the width of each display, and the number of rows in each display.

Field descriptions
DisplayTypeName
Description: The type of display the phoneset uses.
Valid values:
1 x 40 Alphanumeric


 1 x 16 Alphanumeric

 1 x 18 or 1 x 24 Alphanumeric

 1 x 12 Numeric

Type: varchar
Length: 80

FieldName
Description: The name of the field displayed on the phoneset.
Type: varchar
Length: 80

Row
Description: The row in which the field appears.
Type: smallint
Length: 2

Width
Description: The display width for the field.
Type: smallint
Length: 2

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Ranking view

Introduction
NSBR option only. The Ranking view provides a listing of the sites in your
network. For each site, it lists the networked skillsets at that site. For each
skillset, it lists the possible destination sites and their ranking preference. The
ranking preference determines the destination site to which skillset calls are
routed.

Field descriptions
DstSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4

DstSiteName
Description: The name of a site to which calls for the network skillset can be
routed.
Type: varchar
Length: 30

NetworkSkillsetID
Description: A unique identifier for the network skillset, as assigned when the
network skillset was configured on the NCC.
Type: int
Length: 4
NetworkSkillsetName
Description: The name of a network skillset defined on the source site.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

Rank
Description: The ranking of the destination site in the routing table.
Type: smallint
Length: 2

SrcSiteID
Description: The unique identifier for a source site, assigned when the site is
configured on the NCC.
Type: int
Length: 4
SrcSiteName
Description: The name of the source site.
Type: varchar
Length: 30

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RealTimeColumn view

Introduction
The RealTimeColumn view lists the real-time display definitions and their
column definitions.

Field descriptions
Column
Description: The column number of a field that appears on a real-time display
definition.
Type: smallint
Length: 2

Format
Description: The format of the column.
Valid values:
 text
 numeric

 time

 bar chart

Type: varchar
Length: 80

FormulaID
Description: A unique identifier for the formula used in this column, which is
assigned by the server when the formula is added.
Type: int
Length: 4

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Data dictionary Standard 1.0

Label
Description: The label of the column, as it appears on the real-time display.
Type: varchar
Length: 80

TemplateID
Description: A unique identifier for a real-time display definition, which is
assigned by the server when the real-time display definition is added.
Type: int
Length: 4

ScaleFrom
Description: For columns with bar format only. The minimum scale value to be
reported in this column.
Type: smallint
Length: 2

ScaleTo
Description: For columns with bar format only. The maximum scale value to be
reported in this column.
Type: smallint
Length: 2

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RealTimeStatCollection view

Introduction
The RealTimeStatCollection view lists the real-time statistical information you
configured Symposium Call Center Server to collect.

Moving window mode


In moving window mode, statistics shown represent the last 10 minutes of
system activity.

Interval-to-date mode
In interval-to-date mode, statistics are collected only for the current interval
(defined on the Real-time Statistics Configuration property sheet). When the
interval is over, data fields initialize to zero and collection begins for the next
interval.

Field descriptions
IntervalDuration
Description: The interval duration for collecting real-time statistics (applies
only to statistics collected in interval-to-date mode).
Type: smallint
Length: 2

IntervalStartTime
Description: The interval start time for collecting real-time statistics.
Type: char
Length: 8

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Data dictionary Standard 1.0

ITDAgent
Description: Shows whether agent statistics are displayed using the interval-to-
date format.
Type: char
Length: 1

ITDApplication
Description: Shows whether application statistics appear using the interval-to-
date format.
Type: char
Length: 1

ITDIVR
Description: Meridian 1/Succession 1000 switch only. Shows whether IVR
statistics appear using the interval-to-date format.
Type: char
Length: 1

ITDNetworkCall
Description: NSBR option only. Shows whether network call statistics appear
using the interval-to-date format.
Type: varchar
Length: 80

ITDNodalCall
Description: NSBR option only. Shows whether call center summary statistics
appear using the interval-to-date format.
Type: int
Length: 4

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ITDRoute
Description: Meridian 1/Succession 1000 switch only. Shows whether route
statistics appear using the interval-to-date format.
Type: varchar
Length: 80

ITDSkillset
Description: Shows whether skillset statistics appear using the interval-to-date
format.
Type: varchar
Length: 80

MinRefreshRate
Description: The minimum interval between refreshes of real-time statistics
displays.
Type: varchar
Length: 80

MWAgent
Description: Shows whether agent statistics appear using the interval-to-date
format.
Type: char
Length: 1

MWApplication
Description: Shows whether application statistics appear using the moving
window format.
Type: char
Length: 1

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Data dictionary Standard 1.0

MWIVR
Description: Meridian 1/Succession 1000 switch only. Shows whether IVR
statistics appear using the moving window format.
Type: char
Length: 1

MWNetworkCall
Description: NSBR option only. Shows whether network call statistics appear
using the moving window format.
Type: varchar
Length: 80

MWNodalCall
Description: NSBR option only. Shows whether call center summary statistics
appear using the moving window format.
Type: int
Length: 4

MWRoute
Description: Meridian 1/Succession 1000 switch only. Shows whether route
statistics appear using the moving window format.
Type: varchar
Length: 80

MWSkillset
Description: Shows whether skillset statistics appear using the moving window
format.
Type: varchar
Length: 80

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RealTimeTemplate view

Introduction
The RealTimeTemplate view lists the real-time display definitions and their
general properties.

Field descriptions
Class
Description: The class to which the real-time display definition belongs.
Type: varchar
Length: 80

Name
Description: The name of the real-time display definition.
Type: varchar
Length: 30

RefreshRate
Description: The refresh rate defined for the real-time display definition.
Type: int
Length: 4

TemplateID
Description: A unique identifier for a real-time display definition, which is
assigned by the server when the real-time display definition is added.
Type: int
Length: 4

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Data dictionary Standard 1.0

ViewMode
Description: The view mode defined for the real-time display definition.
Valid values:
Moving Window


 Interval To Date

Type: varchar
Length: 80

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RemoteApplication view

Introduction
NSBR option only. The RemoteApplication view lists all applications defined in
the network except those defined at the local site.

Field descriptions
CallByCall
Description: Shows whether the collection of call-by-call statistics for this
application is enabled on the Historical Statistic Configuration property sheet.
Type: tinyint
Length: 1
Valid values:
 0 (none)
 1 (local)
 2 (network only)
 3 (local and network)

Name
Description: The name of the application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30

RemoteApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4

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Data dictionary Standard 1.0

ServiceLevelThreshold
Description: The service level threshold for the threshold class to which this
application belongs.
Type: int
Length: 4

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

SiteName
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

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Route view

Introduction
Meridian 1/Succession 1000 switch only. The Route view lists the routes and
their properties.

Field descriptions
Acquire
Description: Shows whether there is a request to acquire or deacquire the route.
Type: char
Length: 1

Name
Description: The name of the route, as defined on the Route Properties property
page.
Type: varchar
Length: 30

RouteID
Description: The route number.
Type: int
Length: 4

Status
Description: The status of the route.
Type: varchar
Length: 80

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Data dictionary Standard 1.0

TemplateID
Description: A unique identifier for the threshold class to which the route
belongs, which is assigned by the server when the threshold class is added.
Type: int
Length: 4

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RouteThresholdTemplate view

Introduction
Meridian 1/Succession 1000 switch only. The RouteThresholdTemplate view
lists the route threshold classes and their threshold levels.

Field descriptions
Field
Description: The name of the field for which a threshold is defined in the
threshold class.
Type: varchar
Length: 80

FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

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Data dictionary Standard 1.0

Name
Description: The name of the route threshold class.
Type: varchar
Length: 30

TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

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April 2004 Data dictionary

ScheduledSkillsetAssignment view

Introduction
The ScheduledSkillsetAssignment view lists agent to skillset assignments and
their properties.

Field descriptions
AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4

AssignName
Description: The name of the agent to skillset assignment, as defined on the
General – Agent to Skillset Properties property page.
Type: varchar
Length: 64

Comment
Description: The comments defined on the General – Agent to Skillset
Properties property page, if any.
Type: varchar
Length: 127

ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4

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Data dictionary Standard 1.0

Priority
Description: The agent’s priority for this skillset.
Range: 1–48

where 1 is the highest priority and 48 is the lowest priority.


Type: tinyint
Length: 1

SkillsetID
Description: A unique identifier for the skillset to which the agent is assigned
when this assignment is run. This identifier is assigned by the server when the
skillset is added.
Type: int
Length: 4

SkillsetName
Description: The name of the skillset to which the agent is assigned when the
assignment is run, as defined on the General – Skillset Properties property page.
Type: varchar
Length: 64

SkillsetState
Description: The current state of the skillset.
Valid values:
Standby


 Active

Type: varchar
Length: 80

Status
Description: The status of the agent to skillset assignment.
Valid values:
 Edited/Saved
 Ran OK

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 Ran with error


 Scheduled

 Never scheduled

 Duplicate assignment entry

Type: varchar
Length: 80

UserGivenName
Description: The given or first name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

UserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16

UserSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

UserTelsetLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the General – User Properties property page.
Type: varchar
Length: 16

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Data dictionary Standard 1.0

ScheduledSupervisorAssignment view

Introduction
The ScheduledSupervisorAssignment view lists agent to supervisor assignments
and their properties.

Field descriptions
AgentID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16

AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4

AssignName
Description: The name of the agent to supervisor assignment, as defined on the
General – Agent to Supervisor Assignment Properties property page.
Type: varchar
Length: 64

AssignType

The assignment type.


Type: varchar
Length: 80

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Comment
Description: The comments defined on the General – Agent to Supervisor
Assignment Properties property page, if any.
Type: varchar
Length: 127

ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4

Status
Description: The status of the agent to supervisor assignment.
Valid values:
 Edited/Saved
 Ran OK

 Ran with error

 Scheduled

 Never scheduled

 Duplicate assignment entry

Type: varchar
Length: 80

SupervisorGivenName
Description: The given or first name of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64

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Data dictionary Standard 1.0

SupervisorID
Description: A unique ID for the supervisor to which the user is assigned when
this assignment is run. This identifier is assigned by the server when the
supervisor is added.
Type: binary
Length: 16

SupervisorSurName
Description: The family or surname of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64

Type
Description: The assignment type.
Valid values:
P (Reporting)


 S (Associated)

Type: char
Length: 1

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Script view

Introduction
The Script view lists the scripts and their properties. For more information on
scripting, refer to the Scripting Guide.

Field descriptions
Comment
Description: Additional information about the script, as defined on the Script
Properties property sheet, if any.
Type: varchar
Length: 30

GivenName
Description: The first or given name of the user who performed the most recent
action on the script.
Type: varchar
Length: 30

LastModified
Description: The date when the most recent action was performed on the script.
Type: datetime
Length: 8

Name
Description: The name of the script, as defined in the Scripts window.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

Owner
Description: The name of the user who created the script.
Type: nvarchar
Length: 80

ScriptID
Description: A unique identifier for the script, which is assigned by the server
when the script is added.
Type: int
Length: 4

Status
Description: The status of the variable.
Valid values:
Activated


 Deactivated

Type: varchar
Length: 80

SurName
Description: The last or surname of the user who performed the most recent
action on the script.
Type: varchar
Length: 30

Type
Description: The type of script.
Valid values:
Local Master


 Network

 Primary

 Secondary

Type: varchar
Length: 80

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ScriptVariableProperties view

Introduction
The ScriptVariableProperties view lists the script variables and their properties.
For more information on scripting, refer to the Scripting Guide.

Field descriptions
Class
Description: The name of the variable class to which this variable belongs.
Valid values:
 Item
 Set Of Values

Type: varchar
Length: 80

Comment
Description: Not used.

Grouping
Description: The name of the variable group to which this variable belongs.
Valid values:
 Global Variable
 Call Variable

Type: varchar
Length: 80

Name
Description: The name of the script variable.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

Status
Description: The status of the variable.
Valid values:
Activated


 Deactivated

Type: varchar
Length: 80

Type
Description: The data type of the variable. For more information about
variables, refer to the Scripting Guide.
Type: varchar
Length: 80

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ScriptVariables view

Introduction
The ScriptVariables view lists the script variables. For each variable, it provides
the variable status and type, and the name, status, and type of any scripts that use
that variable. For more information on scripting, refer to the Scripting Guide.

Field descriptions
Script
Description: The name of a script that uses this variable, as defined in the
Scripts window.
Type: varchar
Length: 32

ScriptStatus
Description: The status of the script.
Valid values:
 Edited
 Validated

 Activated

Type: varchar
Length: 80

ScriptType
Description: The type of script.
Valid values:
 Local Master
 Network
 Primary

 Secondary

Type: varchar
Length: 80

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Data dictionary Standard 1.0

Variable
Description: The name of the script variable.
Type: varchar
Length: 30

VariableStatus
Description: The status of the variable.
Valid values:
Activated


 Deactivated

Type: varchar
Length: 80

VariableType
Description: The data type of the variable. For more information about
variables, refer to the Scripting Guide.
Type: varchar
Length: 80

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Site view

Introduction
NSBR option only. The Site view lists the sites and their properties.

Field descriptions
Comment
Description: The comments defined on the Site Properties dialog box, if any.
Type: varchar
Length: 127

ContactNumber
Description: The phone number of the contact person.
Type: varchar
Length: 30

ContactPerson
Description: The name of the contact person for the site.
Type: varchar
Length: 30

IsLocal
Description: Specifies whether the site is the local site or a remote site.
Valid values:
 0 (remote)
 1 (local)
Type: char
Length: 1

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Data dictionary Standard 1.0

Name
Description: The name of the site.
Type: varchar
Length: 30

OutOfServiceTimer
Description: The amount of time the site is filtered from the routing table when
the maximum retry limit is reached.
Type: int
Length: 4

RelativeGMT
Description: The time difference (in hours) between GMT and the time zone in
which the site is located.
Type: int
Length: 4

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

TemplateID
Description: Not used in this version.
Type: char
Length: 1

TemplateName
Description: Not used in this version.
Type: varchar
Length: 30

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April 2004 Data dictionary

Skillset view

Introduction
The Skillset view lists all skillsets and their general properties.

Field descriptions
ActivityCode
Description: Meridian 1/Succession 1000 switch only. The default activity code
for the skillset.
Type: varchar
Length: 32

CallAgePreference
Description: The call age preference for a skillset.
Valid values:
 18 (Oldest)
 19 (First in Queue)

 any other value (None)

Type: smallint
Length: 2

CallSourcePreference
Description: NSBR option only. The call source preference for a skillset.
Valid values:
 15 (Local)
 16 (Network)

 17 (None)

Type: smallint
Length: 2

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Data dictionary Standard 1.0

CallRequestQueueSize
Description: The maximum number of calls that can be queued to this skillset.
Type: int
Length: 4

CallRequestQueueSizeThreshold
Description: The number by which queued calls must decrease before more
calls will be queued to this skillset.
Type: int
Length: 4

Comment
Description: The comments defined on the General – Skillset Properties
property page, if any.
Type: varchar
Length: 127

DN
Description: The ACD-DN number for which calls will be pegged to this
skillset, as defined on the General – Skillset Properties property page.
Type: varchar
Length: 7

IdleAgentsPriority
Description: The agent idle time preference defined on the Global Settings
dialog box.
Type: smallint
Length: 2

IsNetworked
Description: NSBR option only. Shows whether a skillset is networked.
Type: char
Length: 1

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MinShortCallDelay
Description: The short call threshold for the threshold class to which the skillset
belongs. Calls with a talk time less than this value are considered to be short
calls.
Type: int
Length: 4

NetworkSkillsetComment
Description: NSBR option only.
Type: varchar
Length: 127

NetworkSkillsetID
Description: NSBR option only.
Type: int
Length: 4

NetworkSkillsetName
Description: NSBR option only.
Type: varchar
Length: 30

NightServiceType

The night service type for a skillset.


Valid values:
 20 (Transition)
 21 (Night)

 any other value (None)

Type: smallint
Length: 2

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Data dictionary Standard 1.0

ServiceLevelThreshold
Description: The service level for the threshold class to which the skillset
belongs.
Type: int
Length: 4

Skillset
Description: The name of the skillset, as defined on the Skillset Properties
property sheet.
Type: varchar
Length: 30

SkillsetID
Description: A unique identifier for the skillset, which is assigned by the server
when the skillset is added.
Type: varchar
Length: 30

TemplateID
Description: A unique identifier for the threshold class to which the skillset
belongs, which is assigned by the server when the threshold class is added.
Type: int
Length: 4

UseBestNode
Description: Not used.

UseRoundRobin
Description: NSBR option only.
Type: char
Length: 1
Valid values:
 0 (round robin)
 1 (sequential)

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SkillsetByAgent view

Introduction
The SkillsetByAgent view lists the skillsets and the agents assigned to them. For
each assigned agent, it shows the agent priority for the skillset.

Field descriptions
Priority
Description: The agent’s priority for this skillset.
Range: 1–48

where 1 is the highest priority and 48 is the lowest priority.


Type: tinyint
Length: 1

SkillsetID
Description: A unique identifier for the skillset, assigned when the skillset is
added.
Type: int
Length: 4

SkillsetState
Description: The skillset state.
Valid values:
 Standby
 Active
Type: varchar
Length: 80

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Data dictionary Standard 1.0

UserID
Description: A unique ID for an agent assigned to this skillset, which is
assigned by the server when the agent is added.
Type: binary
Length: 16

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SkillsetByAssignment view

Introduction
The SkillsetByAssignment view lists skillsets and the agent to skillset
assignments in which they are assigned.

Field descriptions
AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4

AssignName
Description: The name of the agent to skillset assignment, as defined on the
General – Agent to Skillset Assignment property page.
Type: varchar
Length: 64

Comment
Description: The comments defined on the General – Agent to Skillset
Assignment property page, if any.
Type: varchar
Length: 127

ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4

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Data dictionary Standard 1.0

Priority
Description: The agent’s priority for this skillset.
Range: 1–48

where 1 is the highest priority and 48 is the lowest priority.


Type: tinyint
Length: 1

SkillsetID
Description: A unique identifier for the skillset to which the agent is assigned
when this assignment is run. This identifier is assigned by the server when the
skillset is added.
Type: int
Length: 4

SkillsetName
Description: The name of the skillset to which the agent is assigned when the
assignment is run, as defined on the General – Skillset Properties property page.
Type: varchar
Length: 64

SkillsetState
Description: The current state of the skillset.
Valid values:
Standby


 Active

Type: varchar
Length: 80

Status
Description: The status of the agent to skillset assignment.
Valid values:
 Edited/Saved
 Ran OK

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 Ran with error


 Scheduled

 Never scheduled

 Duplicate assignment entry

Type: varchar
Length: 80

UserGivenName
Description: The given or first name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

UserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16

UserSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64

UserTelsetLoginID
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

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Data dictionary Standard 1.0

SkillsetThresholdTemplate view

Introduction
The SkillsetThresholdTemplate view lists the skillset threshold classes and their
threshold levels.

Field descriptions
Field
Description: The name of the field for which a threshold is defined in the
threshold class.
Type: varchar
Length: 80

FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

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MinShortCallDelay
Description: The length of a short call for this threshold class.
Type: int
Length: 4

Name
Description: The name of the skillset threshold class.
Type: varchar
Length: 30

ServiceLevelThreshold
Description: The service level threshold for this threshold class.
Type: int
Length: 4

TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

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Data dictionary Standard 1.0

SummaryThresholdTemplate view

Introduction
The SummaryThresholdTemplate view lists the thresholds defined for the Nodal
threshold class.

Field descriptions
Field
Description: The name of field for which a threshold is defined in the threshold
class.
Type: varchar
Length: 80

FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

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Name
Description: The name of the nodal threshold class.
Type: varchar
Length: 30

TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

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Data dictionary Standard 1.0

Supervisor view

Introduction
The Supervisor view lists all of the Symposium Call Center Server supervisors
and their general properties.

Field descriptions
Comment
Description: The comments defined on the General – User Properties property
page, if any.
Type: varchar
Length: 127

Department
Description: The department to which the supervisor belongs, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64

GivenName
Description: The given or first name of the supervisor, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64

PCLoginName
Description: The supervisor’s desktop userid, defined on the Desktop – User
Properties property page.
Type: varchar
Length: 40

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PersonalDN
Description: Meridian 1/Succession 1000 switch only. The supervisor’s
personal directory number.
Type: varchar
Length: 32

SurName
Description: The family or surname of the supervisor, as defined on the General
– User Properties property page for the supervisor.
Type: varchar
Length: 64

SwitchID
Description: The switch ID of the phoneset at which the supervisor is logged
on, received from the switch.
Type: int
Length: 4

SwitchPortAddress
Description: The switch port address of the phoneset at which the supervisor is
logged on, received from the switch.
Type: varchar
Length: 30

SwitchPortName
Description: The switch port name of the phoneset at which the supervisor is
logged on, as received from the switch.
Type: varchar
Length: 30

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Data dictionary Standard 1.0

TelsetLoginID
Description: The numeric ID the supervisor uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16

TemplateID
Description: A unique identifier for the access class to which the supervisor
belongs, which is assigned by the server when the access class is added.
Type: int
Length: 4

TemplateName
Description: The name of the access class to which the supervisor belongs.
Type: nvarchar
Length: 30

ThresholdTemplateID
Description: A unique identifier for the threshold class to which the supervisor
belongs, which is assigned by the server when the threshold class is added.
Type: int
Length: 4

ThresholdTemplateName
Description: The name of the threshold class to which the supervisor belongs.
Type: nvarchar
Length: 30

Title
Description: The supervisor’s title, as defined on the General – User Properties
property page for the supervisor.
Type: varchar
Length: 64

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UserID
Description: A unique ID for the supervisor, which is assigned by the server
when the supervisor is added.
Type: binary
Length: 16

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Data dictionary Standard 1.0

SupervisorAgentAssignment view

Introduction
This view shows all agents and their supervisor assignments (both reporting and
associated). The view contains a record for each agent-supervisor relationship.
For example, if an agent has a reporting and two associated supervisors, the
view contains three records for that agent.

Field descriptions
AgentGivenName
Description: The first or given name of an assigned agent, as defined on the
General – User Properties property page for the agent.
Type: varchar
Length: 64

AgentSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page for the agent.
Type: varchar
Length: 64

AgentTelsetLoginID
Description: The numeric ID that the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page for the agent.
Type: varchar
Length: 16

AgentUserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16

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SupervisorGivenName
Description: The first or given name of the supervisor, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64

SupervisorSurname
Description: The surname or family name of the supervisor, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64

SupervisorTelsetLoginID
Description: The numeric ID the supervisor uses to log on at the phoneset, as
defined on the Phoneset – User Properties property page for the supervisor.
Type: varchar
Length: 16

SupervisorUserID
Description: A unique ID for the supervisor, which is assigned by the server
when the supervisor is added.
Type: binary
Length: 16

Type
Description: Shows whether the supervisor is the reporting or associated
supervisor for an agent.
Type: char
Length: 1
Valid values:
 P (Reporting)
 S (Associated)

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Data dictionary Standard 1.0

SupervisorByAssignment view

Introduction
The SupervisorByAssignment view lists the agent to supervisor assignments and
their properties.

Field descriptions
AgentID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16

AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4

AssignName
Description: The name of the agent to supervisor assignment, as defined on the
Agent to Supervisor Assignment Properties property sheet.
Type: varchar
Length: 64

AssignType
Description: The assignment type.
Type: varchar
Length: 80

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Comment
Description: The comments defined on the Agent to Supervisor Assignment
property sheet, if any.
Type: varchar
Length: 127

ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4

Status
Description: The status of the agent to supervisor assignment.
Valid values:
 Edited/Saved
 Ran OK

 Ran with error

 Scheduled

 Never scheduled

 Duplicate assignment entry

Type: varchar
Length: 80

SupervisorGivenName
Description: The given or first name of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64

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Data dictionary Standard 1.0

SupervisorID
Description: A unique ID for the supervisor to which the user is assigned when
this assignment is run, which is assigned by the server when the supervisor is
added.
Type: binary
Length: 16

SupervisorSurName
Description: The family or surname of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64

Type
Description: The assignment type.
Valid values:
P (Reporting)


 S (Associated)

Type: varchar
Length: 80

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SwitchPort view

Introduction
This view lists phoneset ports and their switch configuration information.

Field descriptions
Acquire
Description: Shows whether there is a request to acquire or deacquire the route.
Type: char
Length: 1

Name
Description: The switch port name of the phoneset at which the agent is logged
on, as received from the switch.

varchar
Length: 30

PortAddress
Description: The switch port address of the phoneset at which the agent is
logged on, as received from the switch.
Type: varchar
Length: 30

PositionID
Description: Meridian 1/Succession 1000 switch only. A unique identifier for
the agent’s position ID, as received from the switch.
Type: int
Length: 4

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Data dictionary Standard 1.0

SecondaryDN
Description: DMS/MSL-100 switch only. The secondary DN defined on the
phoneset.
Type: int
Length: 4

Status
Description: The status of the phoneset.
Type: varchar
Length: 80

SwitchID
Description: The switch ID of the phoneset at which the agent is logged on,
received from the switch.
Type: int
Length: 4

Type
Description: The phoneset type.
Type: varchar
Length: 80

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TargetSwitchComm view

Introduction
NSBR option only. This view lists the parameters configured for each of the
destination sites in the network. These parameters are defined on the Site
Parameters dialog box.

Field descriptions
AgentReserveTimer
Description: The amount of time an agent at this site is reserved for a network
call, as defined in the Agent Reserve Timer field.
Type: int
Length: 4

DialableDN
Description: The number your switch dials to connect to the destination site, as
defined in the Dialable DN field.
Type: varchar
Length: 32

NumRetries
Description: The number of times your switch attempts to connect to the
destination site, if a connection attempt is unsuccessful, as defined in the
Number of Retries field.
Type: smallint
Length: 2

RetryTimer
Description: The time that elapses between retry attempts, as defined in the
Retry Interval field.
Type: int
Length: 4

Historical Reporting and Data Dictionary 379


Data dictionary Standard 1.0

SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4

SiteName
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30

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UserTemplate view

Introduction
The UserTemplate view lists the agent call presentation classes and their
properties.

Field descriptions
AlternateCallAnswer
Description: Meridian 1/Succession 1000 switch only. Shows whether the
agent can put a DN call on hold to answer an incoming call. This option is
defined for the call presentation class to which the agent belongs.
Type: char
Length: 1

CallForceOption
Description: Meridian 1/Succession 1000 switch only. Shows whether the call
force option is enabled for the call presentation class to which this agent
belongs.
Type: char
Length: 1

CallForceDelayTimer
Description: Meridian 1/Succession 1000 switch only. The time that elapses
before a call is automatically presented to an agent. This option is defined for the
call presentation class to which the agent belongs.
Type: int
Length: 4

NROSDN
Description: DMS/MSL-100/MSL-100 switch only. Shows whether the agent
can receive calls while active on their secondary DN.
Type: char

Historical Reporting and Data Dictionary 381


Data dictionary Standard 1.0

Length: 1

ReturnToQueueMode
Description: The mode of the agent’s phoneset after returning a call to the
queue.
Type: varchar
Length: 80

ReturnToQueueOnNoAnswer
Description: Shows whether unanswered calls will be returned to the queue.
Type: char
Length: 1

ReturnToQueueWaitInterval
Description: The time before an unanswered call is returned to the queue.
Type: smallint
Length: 2

TelsetShowReserve
Description: NSBR option only. Shows whether an agent’s phoneset can show
that the agent is reserved for a network call.
Type: char
Length: 1

Template
Description: The name of the call presentation class.
Type: varchar
Length: 30

TemplateID
Description: A unique identifier for the call presentation class, which is
assigned by the server when the call presentation class is added.
Type: int
Length: 4

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UnionBreakTimer
Description: Meridian 1/Succession 1000 switch only. The length of the break
period allowed between calls. This option is defined for the call presentation
class to which the agent belongs.
Type: smallint
Length: 2

VariableWrap
Description: DMS/MSL-100 switch only. Shows whether the agent is put into
Variable Wrap state after a call. Calls are not presented to agents while they are
in Variable Wrap state. This option is defined for the call presentation class to
which the agent belongs.
Type: char
Length: 1

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Data dictionary Standard 1.0

UserThresholdTemplate view

Introduction
The UserThresholdTemplate view lists the agent threshold classes and their
properties.

Field descriptions
FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4

Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4

Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4

Name
Description: The name of the agent threshold class.
Type: varchar
Length: 30

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ThresholdTemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4

Historical Reporting and Data Dictionary 385


Data dictionary Standard 1.0

Views view

Introduction
This view lists all of the database views available in the Symposium Call Center
Server database.

Field descriptions
ColumnName
Description: The name of a field in the view. This name is not necessarily the
same as the field label printed on the report.
Type: varchar
Length: 30

Length
Description: The length of the field, in characters.
Type: tinyint
Length: 1

Name
Description: The name of the view.
Type: varchar
Length: 30

Type
Description: The field type. For a list of valid types and their descriptions, see
the following section.
Type: varchar
Length: 30

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Chapter 5

Entity relationship diagrams

In this chapter
Overview 388
IDEF1X notation conventions 389
Statistics entity relationships 395
Symposium database entity relationships 404

Historical Reporting and Data Dictionary 387


Entity relationship diagrams Standard 1.0

Overview

The diagrams in this section show the relationships among the Symposium Call
Center Server database views. This section contains diagrams illustrating each
statistics group, plus an overall diagram showing all of the relationships within
the database.

The notation convention used for the entity relationship diagrams is IDEF1X.

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IDEF1X notation conventions

Introduction
Integration DEFinition 1 eXtended (IDEF1X) is a standard language used to
develop a logical model of data. Use this modeling language to produce a
graphical information model that represents the structure and semantics of
information within a system.

History of IDEF1X
The Integrated Computer Aided Manufacturing (ICAM) studies conducted by
the U.S. Air Force in the late 1970s identified a set of three graphic methods for
defining the functions, data structures, and dynamics of manufacturing
businesses:
 IDEF0—the function method
 IDEF1—the original data method
 IDEF2—the dynamics method

Together, these three methods came to be known as the ICAM DEFinition


(IDEF) method.

In 1985, D. Appleton Company (DACOM) approached the Air Force with a


proposal to extend IDEF1. IDEF1X (the X stands for eXtended) was accepted as
an Air Force standard and became part of the public domain.

In December 1993, the National Institute of Standards and Technology (NIST)


released IDEF1X as a standard for Data Modeling in FIPS Publication 184.

Historical Reporting and Data Dictionary 389


Entity relationship diagrams Standard 1.0

Entity notation
The following terms are used to describe entities:

Entity
An entity is any distinguishable person, place, thing, event, or concept about
which information is kept. More precisely, an entity is a set or collection of
things called instances. Entities are named by nouns—for example, customer or
employee.

Entities are classified as independent or dependent entities, depending on how


they acquire their keys.

Instance
An instance is a single occurrence of an entity. Each instance must have an
identity distinct from all other instances.

Independent entity
An independent entity does not depend on any other entity for its identification.
Independent entities are represented by square-corner boxes.

Entity-Name

key-area

data-area

Dependent entity
Dependent entities depend on one or more entities for their identification. They
are represented by boxes with rounded corners.

Entity-Name

key-area

data-area

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Primary key
To use an entity, we must be able to identify instances uniquely; that is, we must
be able to distinguish one from another. The set of attributes that uniquely
identifies an entity is called its primary key.

iApplicationStat
Application
Timestamp
ApplicationID ApplicationID (FK)

In the preceding illustration, ApplicationID is the primary key for the


Application entity. Also, Timestamp and ApplicationID are the primary keys for
the iApplicationStat entity (that is, a specific Application has data for multiple
Timestamps).

Attribute notation
The following terms are used to describe attributes:

Primary key attribute


A primary key is an attribute that, either by itself or in combination with other
primary key attributes, forms the primary key.

Non-primary key attribute


A non-primary key attribute is not part of the primary key of the entity.

Foreign key
Whenever entities are connected by a relationship, the relationship contributes a
key (or set of keys) to the child entity. Foreign key attributes are primary key
attributes of a parent entity contributed to a child entity across a relationship.
The contributed keys are said to migrate or propagate from parent to child.

Foreign key attributes are designated in the model by an (FK) following the
attribute name. In the following illustration, ApplicationID is a foreign key.

Historical Reporting and Data Dictionary 391


Entity relationship diagrams Standard 1.0

iApplicationStat
Application
Timestamp
ApplicationID ApplicationID (FK)

Role name
A role name is a new name for a foreign key attribute or group of foreign key
attributes, which defines the role that it plays in the child entity. The attribute
must be given a definition, like any other attribute. Its definition is based on the
definition of the original foreign key or keys. The original foreign keys are
therefore classified as base attributes. Role names take the following format:
role-name.attribute (FK)

In the following illustration, IVRPortID.SwitchPortAddress (FK) is a role name:

iIVRPortStat
IVRPort
Timestamp
SwitchPortAddress IVRPortID.SwitchPortAddress (FK)
IVRQueueID (FK)

Inversion entry
An inversion entry is a nonunique access identifier of the entity. It is an attribute
or group of attributes that is frequently used to access the entity. An inversion
entry specifies another way in which the business plans to access an instance of
the entity. When using an inversion entry, however, you may not find exactly
one instance. Inversion entries are shown as
attribute (IEn)

In the following illustration, Name is an inversion entry:

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April 2004 Entity relationship diagrams

Application

ApplicationID

Name (IE1)

Relationship notation
The following terms are used to describe the relationships between entities:

Relationships
Relationships represent connections, links, or associations between entities.
Relationships in an information model are used to represent some of the
business rules that describe the area being modeled. IDEF1X, unlike some other
modeling languages, insists that all relationships be binary; that is, they connect
exactly two entities.

Identifying relationship
In an identifying relationship, primary key attributes of the parent entity become
primary key attributes of the child entity.

Child Entity
Parent Entity
parent_key (FK)
parent_key child_key

Historical Reporting and Data Dictionary 393


Entity relationship diagrams Standard 1.0

Nonidentifying relationship
In a nonidentifying relationship, primary key attributes of parent entity become
non-primary-key attributes of the child entity.

Child Entity
Parent Entity
child_key
parent_key

parent_key (FK)

Cardinality notation
The following notation is used to show the number of child attributes involved
in the relationship:

One-to-zero-or-more

One-to-one-or-more
P
One-to-zero-or-one
Z
One-to-exactly-N
N

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Statistics entity relationships

Activity code statistics

Historical Reporting and Data Dictionary 395


Entity relationship diagrams Standard 1.0

Agent by application statistics

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April 2004 Entity relationship diagrams

Agent by skillset statistics

Historical Reporting and Data Dictionary 397


Entity relationship diagrams Standard 1.0

Agent performance statistics

Application statistics

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April 2004 Entity relationship diagrams

CDN statistics

DNIS statistics

IVR port statistics

Historical Reporting and Data Dictionary 399


Entity relationship diagrams Standard 1.0

IVR statistics

Network incoming call statistics

400 Symposium Call Center Server


April 2004 Entity relationship diagrams

Network outgoing call statistics

RAN/music route statistics

Historical Reporting and Data Dictionary 401


Entity relationship diagrams Standard 1.0

Route statistics

Skillset statistics

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April 2004 Entity relationship diagrams

Trunk statistics

Historical Reporting and Data Dictionary 403


Entity relationship diagrams Standard 1.0

Symposium database entity relationships

The following pages show all the relationships within the database.

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April 2004 Entity relationship diagrams

Historical Reporting and Data Dictionary 405


Entity relationship diagrams Standard 1.0

406 Symposium Call Center Server


Appendix A

Standard reports

In this appendix
Overview 408
Section A: Activity code reports 411
Section B: Agent reports 421
Section C: Application reports 491
Section D: Call by call reports 519
Section E: Configuration reports 523
Section F: IVR reports 619
Section G: NCC reports 629
Section H: Network reports 683
Section I: Resource reports 713
Section J: Skillset reports 745

Historical Reporting and Data Dictionary 407


Standard reports Standard 1.0

Overview

Introduction
Symposium Call Center Server provides two types of standard reports: historical
reports and configuration reports.

Historical reports
Historical reports provide information related to the statistics, activities, and
performance of the call center. Two types of historical reports are available:
 summarized historical reports—These reports contain totals accumulated
over a period of time (usually, 15-minute interval, daily, weekly, or
monthly).
 event (detail) historical reports—These reports contain detailed information
about each event that occurred.

Configuration reports
Configuration reports contain information about how your system is configured.
You can use these reports as a reference when you are planning or making
changes to your system.

Database views
The descriptions of the reports indicate the database view that provides the data
for the report. You can use this information to help you create your own reports.

In many cases, the database view is available in a number of collection


frequencies. For example, there are daily, weekly, monthly, and interval versions
of the ActivityCodeStat view. Each view name has a prefix that identifies its
frequency:
 dActivityCodeStat is the daily view.
 wActivityCodeStat is the weekly view.
 mActivityCodeStat is the monthly view.
 iActivityCodeStat is the interval view.

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In the following section, if data is available in multiple versions of a view, the


source is given as the name of the view without the prefix (for example, the
ActivityCodeStat view).

Report templates
For each standard report, the report description identifies the Crystal Reports
template file for the report. (Template files are stored in C:\Program Files\Nortel
Networks\Symposium Call Center Server\client\en\RPT.)

Note: For Symposium Call Center Web Client, the report templates are stored in
a different location. For more information, refer to the Symposium Web Client
documentation.

You can use these template files as the basis for customized reports. To create a
customized report based on a standard report template, follow these steps:
1. Copy the standard report template and give it a meaningful name.
2. Modify the new template using Crystal Reports version 9.
3. Import the new template into the server (see “Importing a report created in
Crystal Reports” on page 58).

Caution: Do not modify the standard templates.

Note: For reports available in a number of collection frequencies, there is a


template for each frequency. The template names have the same prefix as the
corresponding view.

Raw and calculated data


Some fields contain raw data, which is data that is taken directly from the view.
Others (such as average and percentage fields) contain data that is calculated
using one or more view fields.

Descriptions of raw fields


For raw data, this manual provides the view field from which the data is taken.
For a detailed description of the data in the field, refer to the description of the
view field in the data dictionary.

Historical Reporting and Data Dictionary 409


Standard reports Standard 1.0

Descriptions of calculated fields


For calculated fields, this manual provides the formula used to calculate the field
value. You can use this information to create your own reports.

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Section A: Activity code reports

In this section
Activity Code By Agent 412
Activity Code By Application 415
Not Ready Reason Codes By Agent 418

Historical Reporting and Data Dictionary 411


Standard reports Standard 1.0

Activity Code By Agent

Description
The Activity Code By Agent report allows you to monitor each agent’s work and
time distribution by the types of calls answered. During calls, agents can identify
the call type by entering an activity (Line of Business) code. These codes can
identify calls as sales, service, and support calls.

Notes:
 This report does not include Not Ready activity codes.
 On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.

Views
 ActivityCodeStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt15.rpt
 dm-agt15.rpt
 wm-agt15.rpt
 mm-agt15.rpt

Filter
 agent name

412 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Activity Time ActivityTime

Average Activity Time ActivityTime / Occurrences

Activity Occurrences Occurrences

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 413


Standard reports Standard 1.0

414 Symposium Call Center Server


April 2004 Standard reports

Activity Code By Application

Description
The Activity Code By Application report allows you to monitor activity time for
each application on your system. The Activity Code By Application report
includes all activity time and occurrences for an application.

Notes:
 This report does not include Not Ready activity codes.
 On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.

Views
 ActivityCodeStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-app8.rpt
 dm-app8.rpt
 wm-app8.rpt
 mm-app8.rpt

Filter
 application name

Historical Reporting and Data Dictionary 415


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Activity Time ActivityTime

Average Activity Time ActivityTime / Occurrences

Activity Occurrences Occurrences

Summaries
The report provides totals for each application, and subtotals for each day, week,
or month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.

416 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 417


Standard reports Standard 1.0

Not Ready Reason Codes By Agent

Description
Meridian 1/Succession 1000 switch only. The Not Ready Reason Codes By
Agent report allows you to monitor why agents went in to Not Ready state. In
the Activity Codes window on the client, you can define Not Ready reason
codes. When an agent goes into Not Ready state and enters one of these codes,
the incident is pegged in the ActivityCodeStat view.

Views
 ActivityCodeStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt20.rpt
 dm-agt20.rpt
 wm-agt20.rpt
 mm-agt20.rpt

Filter
 agent name

418 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Total Time ActivityTime

Average Time ActivityTime / Occurrences

Number of Occurrences Occurrences

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 419


Standard reports Standard 1.0

420 Symposium Call Center Server


April 2004 Standard reports

Section B: Agent reports

In this section
Agent Average Calls per Hour 422
Agent Average Calls per Hour, Bottom 5 425
Agent Average Calls per Hour, Top 5 427
Agent by Activity Code 429
Agent By Application Performance 432
Agent By Skillset Performance 435
Agent DN Performance 439
Agent DN Performance Calls Answered, Bottom 5 444
Agent DN Performance Calls Answered, Top 5 446
Agent Login/Logout 448
Agent Network/NACD Activity 451
Agent Performance 454
Agent Performance By Supervisor 461
Agent Performance Calls Answered, Bottom 5 468
Agent Performance Calls Answered, Top 5 474
Agent Short Calls 476
Agent Transferred/Conferenced Activity 481
Estimated Revenue Per Agent 488

Historical Reporting and Data Dictionary 421


Standard reports Standard 1.0

Agent Average Calls per Hour

Description
The Agent Average Calls per Hour report shows summarized performance
information on the calls each agent answers per hour logged on. The report
provides three hourly averages for the time the agent was logged on: the average
calls answered, the average time spent with callers, and the average time spent in
the Not Ready state.

This report allows call center managers to detect peculiarities in agent


performance, such as an abnormal amount of not ready time on a specific day,
and to investigate the cause.

Views
 AgentPerformanceStat

Collection frequency
 daily
 weekly
 monthly

Templates
 dm-agt9.rpt
 wm-agt9.rpt
 mm-agt9.rpt

Filters
 agent logon ID
 agent name

422 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics

Report field View field/Formula

Average Answered per Meridian 1/Succession 1000 switch:


Hour (CallsAnswered + ACDCallsAnswered +
NACDCallsAnswered) / (LoggedInTime / 3600)
DMS/MSL-100 switch: (CallsAnswered +
ACDCallsAnswered) / (LoggedInTime / 3600)

Average Talk Time Meridian 1/Succession 1000 switch: (TalkTime


+ ACDCallsTalkTime + NACDCallsTalkTime) /
(LoggedInTime / 3600)
DMS/MSL-100 switch: (TalkTime +
ACDCallsTalkTime) / (LoggedInTime / 3600)

Average Not Ready Time NotReadyTime / (LoggedInTime / 3600)

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 423


Standard reports Standard 1.0

424 Symposium Call Center Server


April 2004 Standard reports

Agent Average Calls per Hour, Bottom 5

Description
The Agent Average Calls per Hour, Bottom 5 report shows summarized
performance information for the five agents who answered the least Symposium
Call Center Server, ACD, and NACD calls. It provides details on calls
answered, average talk time, and average not ready time.

Views
 AgentPerformanceStat

Collection frequency
 daily
 weekly
 monthly

Templates
 dm-agt11.rpt
 wm-agt11.rpt
 mm-agt11.rpt

Filters
 agent logon ID
 agent name

Historical Reporting and Data Dictionary 425


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Field descriptions
The fields in this report are identical to those in the Agent Average Calls per
Hour report (see page 422), except that they are for the five agents who
answered the lowest number of Symposium Call Center Server calls.

426 Symposium Call Center Server


April 2004 Standard reports

Agent Average Calls per Hour, Top 5

Description
The Agent Average Calls per Hour, Top 5 report shows summarized
performance information for the five agents who answered the most Symposium
Call Center Server, ACD, and NACD calls. It provides details on calls
answered, average talk time, and average not ready time.

Views
 AgentPerformanceStat

Collection frequency
 daily
 weekly
 monthly

Templates
 dm-agt10.rpt
 wm-agt10.rpt
 mm-agt10.rpt

Filters
 agent logon ID
 agent name

Historical Reporting and Data Dictionary 427


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Field descriptions
The fields in this report are identical to those in the Agent Average Calls per
Hour report (see page 422), except that they are for the five agents who
answered the highest number of Symposium Call Center Server calls.

428 Symposium Call Center Server


April 2004 Standard reports

Agent by Activity Code

Description
The Agent by Activity Code report allows you to monitor each agent’s work and
time distribution by the types of calls answered. During calls, agents can identify
the call type by entering an activity (Line of Business) code. These codes can
identify calls as sales, service, and support calls.

Notes:
 This report does not include Not Ready activity codes.
 On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.

Views
 ActivityCodeStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt19.rpt
 dm-agt19.rpt
 wm-agt19.rpt
 mm-agt19.rpt

Filters
 activity code

Historical Reporting and Data Dictionary 429


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Activity Time ActivityTime

Average Activity Time ActivityTime / Occurrences

Activity Occurrences Occurrences

Summaries
The report provides totals for each activity code, and subtotals for each day,
week, or month (depending on the reporting period selected). For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand total for all activity codes.

430 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 431


Standard reports Standard 1.0

Agent By Application Performance

Description
The Agent By Application Performance report shows summarized agent
performance data for each application under review. The report details
performance statistics such as the total number of calls answered, total time
spent servicing call center callers, and average call length.

This report is an indicator of agent performance within an application.

Views
 AgentByApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt16.rpt
 dm-agt16.rpt
 wm-agt16.rpt
 mm-agt16.rpt

Filter
 application name

432 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics

Report field View field/Formula

Answered CallsAnswered

Talk Time TalkTime

Average Talk Time TalkTime / CallsAnswered

Post Call Processing Time PostCallProcessingTime

Summaries
The report provides totals for each application, and subtotals for each agent. For
each agent, it breaks statistics down by day, week, or month, depending on the
reporting periods selected. For the interval reporting period, statistics are further
broken down by interval. The report also contains a grand total for all
applications.

Historical Reporting and Data Dictionary 433


Standard reports Standard 1.0

434 Symposium Call Center Server


April 2004 Standard reports

Agent By Skillset Performance

Description
The Agent By Skillset Performance report shows summarized agent
performance data for each skillset under review. The report details performance
statistics such as the total number of calls answered, total time spent servicing
call center callers, and average call length.

This report is an indicator of agent performance within a skillset. It helps


managers identify agents who have difficulty with a specific skill. The report
also highlights agents who need additional training or reassignment to a
different skillset.

Views
 AgentBySkillsetStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt14.rpt
 dm-agt14.rpt
 wm-agt14.rpt
 mm-agt14.rpt

Filter
 skillset name

Historical Reporting and Data Dictionary 435


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics

Report field View field/Formula

Answered CallsAnswered

Short Calls Answered ShortCallsAnswered

Post Call Processing Time PostCallProcessingTime

Talk Time TalkTime

Average Talk Time TalkTime / CallsAnswered

Skillset Work Time TalkTime + PostCallProcessingTime


(Meridian 1/
Succession 1000)

Summaries
The report provides totals for each skillset, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval, and within each interval,
by agent. The report also contains a grand total for all skillsets.

436 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 437


Standard reports Standard 1.0

DMS/MSL-100 report

438 Symposium Call Center Server


April 2004 Standard reports

Agent DN Performance

Description
The Agent DN Performance report shows the amount of time that agents spend
on their personal or secondary directory numbers (DNs). The report records
incoming and outgoing information, including the total number of DN calls and
the average amount of time spent on DN calls. On the Meridian 1/
Succession 1000 switch, the report also compares internal and external DN call
activity.

Views
 AgentPerformanceStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt5.rpt
 dm-agt5.rpt
 wm-agt5.rpt
 mm-agt5.rpt

Filters
 agent logon ID
 agent name

Historical Reporting and Data Dictionary 439


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Transfer/conference statistics

Report field View field/Formula

DN Calls Conferenced DNCallsConfToCDN + DNCallsConfToDN +


DNCallsConfToACDDN + DNCallsConfToOther

DN Calls Transferred DNCallsTransferredToCDN +


DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Incoming DN calls statistics

Meridian 1/Succession 1000 switch

Report field View field/Formula

Total DNInIntCalls + DNInExtCalls

Internal DNInIntCalls

Average Int Talk Time DNInIntCallsTalkTime / DNInIntCalls

External DNInExtCalls

Average Ext Talk Time DNInExtCallsTalkTime / DNInExtCalls

440 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 switch

Report field View field/Formula

DN In Calls DNInCalls

Average DN In Calls Talk DNInCallsTalkTime / DNInCalls


Time

Outgoing DN call statistics

Meridian 1/Succession 1000 switch

Report field View field/Formula

Total DNOutIntCalls + DNOutExtCalls

Internal DNOutIntCalls

Average Int Talk Time DNOutIntCallsTalkTime / DNOutIntCalls

External DNOutExtCalls

Average Ext Talk Time DNOutExtCallsTalkTime / DNOutExtCalls

DMS/MSL-100 switch

Report field View field/Formula

DN Out Calls DNOutCalls

Average DN Out Calls Talk DNOutCallsTalkTime / DNOutCalls


Time

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 441


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

442 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 443


Standard reports Standard 1.0

Agent DN Performance Calls Answered,


Bottom 5

Description
Meridian 1/Succession 1000 switch only. The Agent DN Performance Calls
Answered, Bottom 5 report shows summarized performance information on the
five agents, by supervisor, who answered the lowest number of DN calls. This
report details call totals for incoming and outgoing DN calls, including internal
and external calls answered or generated.

Views
 AgentPerformanceStat

Collection frequency
 daily
 weekly
 monthly

Templates
 im-agt7.rpt
 dm-agt7.rpt
 wm-agt7.rpt
 mm-agt7.rpt

Filters
 agent logon ID
 agent name

444 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics and summaries


The statistics in this report are identical to those in the Agent DN Performance
report (see page 439), except that they are for the five agents who answered the
lowest number of Symposium Call Center Server calls. Statistics are
summarized in the same way as for the Agent DN Performance report.

Historical Reporting and Data Dictionary 445


Standard reports Standard 1.0

Agent DN Performance Calls Answered, Top 5

Description
The Agent DN Performance Calls Answered, Top 5 report shows summarized
performance information on the five agents who answered the highest number of
DN calls. The report details totals for incoming and outgoing DN calls,
including internal and external calls answered or generated.

Views
 AgentPerformanceStat

Collection frequency
 daily
 weekly
 monthly

Templates
 im-agt6.rpt
 dm-agt6.rpt
 wm-agt6.rpt
 mm-agt6.rpt

Filters
 agent logon ID
 agent name

446 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics and summaries


The statistics in this report are identical to those in the Agent DN Performance
report (see page 439), except that they are for the five agents who answered the
highest number of Symposium Call Center Server calls. Statistics are
summarized in the same way as for the Agent DN Performance report.

Historical Reporting and Data Dictionary 447


Standard reports Standard 1.0

Agent Login/Logout

Description
The Agent Login/Logout report shows logon, logoff, walkaway, return from
walkaway, ready, and not ready occurrences for each agent. The report also
shows the times at which these events occurred.

This report shows how much time agents spend at their stations during the day,
perhaps to help payroll staff determine the total hours worked.

Note: Agent status information is written to the database every 15 minutes. This
report shows agent status as of the end of the last 15-minute interval.

View
 eAgentLoginStat

Template
 em-agt12.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

448 Symposium Call Center Server


April 2004 Standard reports

Statistics

Report field View field/Formula

Date Timestamp

Time Time

Event Type EventType

Position ID PositionID

Walkaway Duration Time at Walkaway – Time at End of Walkaway

Login Duration Time at Logout – Time at Login

Shift Duration Duration

Total (Walkaway Duration) Sum of Walkaway Duration

% Walkaway Total Walkaway Duration / Shift Duration

Total (Login Duration) Sum of Logged In Duration

% Login Total Login Duration / Shift Duration

Historical Reporting and Data Dictionary 449


Standard reports Standard 1.0

450 Symposium Call Center Server


April 2004 Standard reports

Agent Network/NACD Activity

Description
Meridian 1/Succession 1000 switch only. The Agent Network/NACD Activity
report shows agent activity on network and networked ACD-DN calls. The
report shows calls answered, conferenced, and transferred. The report also
shows total and average talk time for network and NACD calls.

Views
 AgentPerformanceStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt17.rpt
 dm-agt17.rpt
 wm-agt17.rpt
 mm-agt17.rpt

Filters
 agent logon ID
 agent name

Historical Reporting and Data Dictionary 451


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics

Report field View field/Formula

Network Answered NetworkCallsAnswered

Network Talk Time NetworkCallsTalkTime


(NSBR option)

Avg Network Talk Time NetworkCallsTalkTime / NetworkCallsAnswered


(NSBR option)

NACD Answered NACDCallsAnswered

NACD Talk Time NACDCallsTalkTime

Average NACD Talk Time NACDCallsTalkTime / NACDCallsAnswered

Instances Reserved for a ReservedForCall


Call

Reserved Time ReservedTime

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

452 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 453


Standard reports Standard 1.0

Agent Performance

Description
The Agent Performance report shows summarized performance information for
a specific agent. The report tracks agents’ call handling activities for incoming
Symposium Call Center Server, ACD, and (on the Meridian 1/Succession 1000
switch) NACD calls, drawing attention to activities that should be rewarded or
weaknesses that may need to be addressed.

You can use this report to compare overall productivity, measured by the time
agents spend at their positions and how often they are busy during a shift.

Note: Only compare agents who have similar skillset assignments, as different
call types can offer different service levels.

Call lengths can also be an important indicator of an agent’s rapport with


customers.

Views
 AgentPerformanceStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt1.rpt
 dm-agt1.rpt
 wm-agt1.rpt
 mm-agt1.rpt

454 Symposium Call Center Server


April 2004 Standard reports

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Summary statistics

Report field View field/Formula

Logged In Time LoggedInTime

Skillset Talk Time TalkTime

Avg Skillset Talk Time TalkTime / CallsAnswered

Avg ACD/NACD Talk ACDCallsTalkTime + NACDCallsTalkTime /


Time (Meridian 1/ ACDCallsAnswered + NACDCallsAnswered
Succession 1000)

Avg ACD Talk Time ACDCallsTalkTime / ACDCallsAnswered


(DMS/MSL-100)

DN Talk Time Meridian 1/Succession 1000 switch:


DNInExtCallsTalkTime + DNInIntCallsTalkTime
+ DNOutExtCallsTalkTime +
DNOutIntCallsTalkTime
DMS/MSL-100 switch: DNInCallsTalkTime +
DNOutCallsTalkTime

Not Ready Time NotReadyTime

Break Time (Meridian 1/ BreakTime


Succession 1000)

Historical Reporting and Data Dictionary 455


Standard reports Standard 1.0

Report field View field/Formula

Variable Wrap Time (DMS/ VariableWrapTime


MSL-100)

Ring Time RingTime

Waiting Time WaitingTime

Walkaway Time WalkawayTime

N/W Time (NSBR option) NetworkCallsTalkTime

Resrv’d Time (NSBR/ ReservedTime


NACD options)

Calls Present’d CallsOffered

Skillset Ans’d CallsAnswered

N/W Ans’d (NSBR option) NetworkCallsAnswered

Resrv’d for Call (NSBR/ ReservedForCall


NACD options)

ACD/NACD Ans’d ACDCallsAnswered + NACDCallsAnswered


(Meridian 1/Succession
1000)

ACDAns’d (DMS/ ACDCallsAnswered


MSL-100)

Short Calls Ans’d ShortCallsAnswered

DN Calls Meridian 1/Succession 1000 switch:


DNInExtCalls + DNInIntCalls + DNOutExtCalls
+ DNOutIntCalls
DMS/MSL-100 switch: DNInCalls +
DNOutCalls

456 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula

Conf Out CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther

Trans Out CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

% Work (DMS/MSL-100 [(TalkTime + NotReadyTime +


switch) ACDCallsTalkTime) x 100] / LoggedInTime

Return Calls to Que CallsReturnedtoQ

Return Calls Due to CallsReturnedToQDueToTimeout


Timeout

Historical Reporting and Data Dictionary 457


Standard reports Standard 1.0

Agent statistics

Report field View field/Formula

% Work (Meridian 1/ [(TalkTime + NotReadyTime +


Succession 1000) ACDCallsTalkTime + NACDCallsTalkTime) x
100] / LoggedInTime

Average Skillset Talk Time TalkTime / CallsAnswered

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

458 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 459


Standard reports Standard 1.0

DMS/MSL-100 report

460 Symposium Call Center Server


April 2004 Standard reports

Agent Performance By Supervisor

Description
The Agent Performance By Supervisor report shows summarized agent
performance information grouped by assigned supervisor. The report shows call
totals, the amount of time agents spent in different states, and time averages.

Views
 AgentPerformanceStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt4.rpt
 dm-agt4.rpt
 wm-agt4.rpt
 mm-agt4.rpt

Filters
 supervisor logon ID
 supervisor name

Historical Reporting and Data Dictionary 461


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Call total statistics

Report field View field/Formula

Answered CallsAnswered

ACD/NACD Answd ACDCallsAnswered + NACDCallsAnswered


(Meridian 1/Succession
1000)

ACD Answd (DMS/ ACDCallsAnswered


MSL-100)

N/W Answd NetworkCallsAnswered


(Networking option)

Skillset Confd CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther

Confd Out CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDNs
+ DNCallsConfToOther

Short Calls Answered ShortCallsAnswered

462 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula

Skillset Transfd CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther

Transfd Out CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Resv’d For Call (NSBR/ ReservedForCall


NACD options)

Retnd to Que CallsReturnedToQ

Retnd to Que Due Timeout CallsReturnedToQDueToTimeout

Time summary statistics

Report field View field/Formula

Logged In Time LoggedInTime

Not Ready Time NotReadyTime

Break Time (Meridian 1/ BreakTime


Succession 1000)

Resvd Time (NSBR/ ReservedTime


NACD options)

Historical Reporting and Data Dictionary 463


Standard reports Standard 1.0

Report field View field/Formula

Ring Time RingTime

Walkaway Time WalkawayTime

ACD/NACD Talk Time ACDCallsTalkTime + NACDCallsTalkTime


(Meridian 1/Succession
1000)

ACD Talk Time (DMS/ ACDCallsTalkTime


MSL-100)

Skillset Talk Time TalkTime

Variable Wrap Time (DMS/ VariableWrapTime


MSL-100)

N/W Time (NSBR option)

Waiting Time WaitingTime

464 Symposium Call Center Server


April 2004 Standard reports

Time averages

Report field View field/Formula

Average Not Ready Time Total NotReadyTime / Agents Logged In

Average ACD/NACD Talk ACDCallsTalkTime + NACDCallsTalkTime /


Time (Meridian 1/ ACDCallsAnswered + NACDCallsAnswered
Succession 1000)

Average ACD Talk Time ACDCallsTalkTime / ACDCallsAnswered


(DMS/MSL-100)

Average Skillset Talk Time Total TalkTime / Agents Logged In

Summaries
The report provides totals for each supervisor, and subtotals for each agent.
Agent statistics are further broken down by day, week, or month (depending on
the reporting period selected). For the interval reporting period, statistics are
further broken down by interval. The report also contains a grand total for all
agents.

Historical Reporting and Data Dictionary 465


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

466 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 467


Standard reports Standard 1.0

Agent Performance Calls Answered, Bottom 5

Description
The Agent Performance Calls Answered, Bottom 5 report is a daily report that
shows summarized performance information for the five agents who answered
the lowest number of Symposium Call Center Server calls.

The Agent Performance Calls Answered, Bottom 5 report compares agent-


specific time summaries—such as total logged on time and not ready time—to a
group average. Agents who appear frequently on this report may need assistance
or further training to improve call handling productivity.

Views
 AgentPerformanceStat

Collection frequency
 daily

Template
 dm-agt3.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

468 Symposium Call Center Server


April 2004 Standard reports

Call total statistics

Report field View field/Formula

Skillset Ansd CallsAnswered

Skillset Conf CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther

Skillset Transf CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther

Resv For Call (NSBR/ ReservedForCall


NACD options)

Short Calls Ansd ShortCallsAnswered

ACD/NACD Ansd ACDCallsAnswered + NACDCallsAnswered


(Meridian 1/Succession
1000)

ACD Ansd (DMS/ ACDCallsAnswered


MSL-100)

Retn to Q CallsReturnedToQ

Retn to Q Timeout CallsReturnedToQDueToTimeout

Total Ansd CallsAnswered + ACDCallsAnswered +


NACDCallsAnswered

Total Conf CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDNs
+ DNCallsConfToOther

Historical Reporting and Data Dictionary 469


Standard reports Standard 1.0

Report field View field/Formula

Total Transf CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Time summary statistics

Report field View field/Formula

Logged In LoggedInTime

Not Ready NotReadyTime

Break (Meridian 1/ BreakTime


Succession 1000)

Reserved (NSBR/NACD ReservedTime


options)

Ring RingTime

Walkaway WalkawayTime

ACD/NACD Talk ACDCallsAnswered + NACDCallsAnswered

Skillset Talk TalkTime

Waiting WaitingTime

470 Symposium Call Center Server


April 2004 Standard reports

Time averages statistics

Report field View field/Formula

Not Ready NotReadyTime / (CallsAnswered +


ACDCallsAnswered + NACDCallsAnswered)

ACD/NACD Talk (ACDCallsTalkTime + NACDCallsTalkTime) /


(Meridian 1/Succession (ACDCallsAnswered + NACDCallsAnswered)
1000)

Skillset Talk TalkTime / CallsAnswered

Summaries
The report provides totals for each agent, and subtotals for each day in the
reporting period. The report also contains a grand total for all agents.

Historical Reporting and Data Dictionary 471


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

472 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 473


Standard reports Standard 1.0

Agent Performance Calls Answered, Top 5

Description
The Agent Performance Calls Answered, Top 5 report is a daily report that
shows call center managers summarized performance information for the five
agents who answered the highest number of Symposium Call Center Server
calls.

The Agent Performance Calls Answered, Top 5 report compares agent-specific


time summaries—such as total logged on time and not ready time—to a group
average. Managers can track performance and may offer incentives based on
agent appearances in this report.

Views
 AgentPerformanceStat

Collection frequency
 daily

Template
 m-agt2.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

474 Symposium Call Center Server


April 2004 Standard reports

Statistics and summaries


The statistics in this report are identical to those in the Agent Performance Calls
Answered, Bottom 5 report (see page 468), except that they are for the five
agents who answered the highest number of calls. The statistics are summarized
in the same way as in the Agent Performance Calls Answered, Bottom 5 report.

Historical Reporting and Data Dictionary 475


Standard reports Standard 1.0

Agent Short Calls

Description
The Agent Short Calls report shows summarized information on short call
performance, grouping the data into supervisor and agent summaries.

Definition: Short call


A short call is an incoming Symposium Call Center Server or ACD call that lasts
less than a predetermined amount of time, as defined for the threshold class to
which the skillset belongs. For example, a short call can occur if a caller hangs
up due to dialing the wrong number.

Short calls can also occur if an agent inadvertently presses the wrong button on
the phoneset. Symposium Call Center Server and ACD calls that were answered,
transferred, conferenced, and returned to queue are also itemized within this
report. A large number of short calls may suggest a need for further training.

Views
 AgentPerformanceStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-agt8.rpt
 dm-agt8.rpt
 wm-agt8.rpt
 mm-agt8.rpt

476 Symposium Call Center Server


April 2004 Standard reports

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Statistics

Report field View field/Formula

Short Calls Answered ShortCallsAnswered

Skillset Answered CallsAnswered

Skillset Conferenced CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther

Skillset Transferred CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther

Returned to Queue CallsReturnedToQ

Reserved For Call (NSBR/ ReservedForCall


NACD options)

ACD/NACD Answered ACDCallsAnswered + NACDCallsAnswered


(Meridian 1/Succession
1000)

ACD Answered (DMS/ ACDCallsAnswered


MSL-100)

Historical Reporting and Data Dictionary 477


Standard reports Standard 1.0

Report field View field/Formula

Returned to Q Due to CallsReturnedToQDueToTimeout


Timeout

Total Answered CallsAnswered + ACDCallsAnswered +


NACDCallsAnswered

Total Conferenced CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther

Total Transferred CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Summaries
The report provides totals for each supervisor, and subtotals for each agent.
Agent statistics are further broken down by day, week, or month (depending on
the reporting period selected). For the interval reporting period, statistics are
further broken down by interval. The report also contains a grand total for all
agents.

478 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 479


Standard reports Standard 1.0

DMS/MSL-100 report

480 Symposium Call Center Server


April 2004 Standard reports

Agent Transferred/Conferenced Activity

Description
The Agent Transferred/Conferenced Activity report shows detailed statistics
about calls conferenced and transferred by agents. The report provides
summarized totals for the time period under review.

This report helps managers identify agents who may have difficulty with a
specific skill. It can also highlight agents who need additional training or
reassignment to a different skillset.

Views
 AgentPerformanceStat

Templates
 im-agt18.rpt
 dm-agt18.rpt
 wm-agt18.rpt
 mm-agt18.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Historical Reporting and Data Dictionary 481


Standard reports Standard 1.0

Calls transferred/conferenced by statistics

Report field View field/Formula

Skillset Transf CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther

ACD Transf ACDCallsTransferredToCDN +


ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther

DN Transf DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Skillset Conf CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther

ACD Conf ACDCallsConfToCDN + ACDCallsConfToDN +


ACDCallsConfToIncalls +
ACDCallsConfToOther

DN Conf DNCallsConfToCDN + DNCallsConfToDN +


DNCallsConfToACDDN + DNCallsConfToOther

482 Symposium Call Center Server


April 2004 Standard reports

Calls transferred/conferenced to statistics

Report field View field/Formula

Transf ACD CDNCallsTransferredToIncalls +


ACDCallsTransferredToIncalls +
DNCallsTransferredToACDDN

Transf DN CDNCallsTransferredToDN +
ACDCallsTransferredToDN +
DNCallsTransferredToDN

Transf CDN CDNCallsTransferredToCDN +


ACDCallsTransferredToCDN +
DNCallsTransferredToCDN

Transf Other CDNCallsTransferredToOther +


ACDCallsTransferredToOther +
DNCallsTransferredToOther

Conf ACD CDNCallsConferencedToIncalls +


ACDCallsConferencedToIncalls +
DNCallsConferencedToIncalls

Conf DN CDNCallsConferencedToDN +
ACDCallsConferencedToDN +
DNCallsConferencedToDN

Conf CDN CDNCallsConferencedToCDN +


ACDCallsConferencedToCDN +
DNCallsConferencedToCDN

Conf Other CDNCallsConferencedToOther +


ACDCallsConferencedToOther +
DNCallsConferencedToOther

Historical Reporting and Data Dictionary 483


Standard reports Standard 1.0

Consultation statistics (Meridian 1/Succession 1000)

Report field View field/Formula

Consultation Time ConsultationTime

Transf Out CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Conf Out CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther

484 Symposium Call Center Server


April 2004 Standard reports

Totals statistics (DMS/MSL-100)

Report field View field/Formula

Total Transferred Out CDNCallsTransferredToCDN +


CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther

Total Conferenced Out CDNCallsConfToCDN + CDNCallsConfToDN +


CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther

Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 485


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

486 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 487


Standard reports Standard 1.0

Estimated Revenue Per Agent

Description
The Estimated Revenue Per Agent report shows the amount of revenue each
agent generates based on the total number of calls taken and the number of times
a specified activity code is recorded.

For user-defined reports that use this report as a template, you can set a dollar
value to be multiplied against activity code occurrences. This is a useful feature
for call centers that offer revenue-based incentives.

Notes:
 This report does not include Not Ready activity codes.
 For standard reports, the default dollar value ($1.00) is used.

Views
 ActivityCodeStat

Collection frequency
 daily
 weekly
 monthly

Templates
 dm-agt13.rpt
 wm-agt13.rpt
 mm-agt13.rpt

488 Symposium Call Center Server


April 2004 Standard reports

Filters
 activity code
 activity name
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Total Activity Time ActivityTime

Total Occurrences Occurrences

Total Estimated Revenue Occurrences * Per Unit $ (specified at run-time)


Generated

Summaries
The report provides totals for each agent, and subtotals for each activity code.
For each activity code, statistics are further broken down by day, week, or
month, depending on the reporting period selected. The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 489


Standard reports Standard 1.0

490 Symposium Call Center Server


April 2004 Standard reports

Section C: Application reports

In this section
Application By Activity Code 492
Application By Skillset 495
Application Call Treatment 498
Application Delay Before Abandon 504
Application Delay Before Answer 508
Application Performance 512
Crosstab - Application Performance 516

Historical Reporting and Data Dictionary 491


Standard reports Standard 1.0

Application By Activity Code

Description
The Application By Activity Code report allows you to monitor each agent’s
work and time distribution by the types of calls answered. During calls, agents
can identify the call type by entering an activity (Line of Business) code. These
codes can identify calls as sales, service, or support calls.

Notes:
 This report does not include Not Ready activity codes.
 On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.

Views
 ActivityCodeStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-app9.rpt
 dm-app9.rpt
 wm-app9.rpt
 mm-app9.rpt

492 Symposium Call Center Server


April 2004 Standard reports

Filters
 activity code
 activity name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Activity Time ActivityTime

Average Activity Time ActivityTime / Occurrences

Activity Occurrences Occurrences

Summaries
The report provides totals for each activity code, and subtotals for each
application. For each activity code, statistics are broken down by day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.

Historical Reporting and Data Dictionary 493


Standard reports Standard 1.0

494 Symposium Call Center Server


April 2004 Standard reports

Application By Skillset

Description
The Application By Skillset report shows summarized application statistics for
each skillset under review. The report provides statistics such as the total number
of calls answered for a skillset, number of calls answered after the service level
threshold for the skillset, all agent staffed time, and average number of agents.

This report is an indicator of application contribution to a skillset.

Note: This report does not contain statistics for the System_Application.

Views
 SkillsetStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 imskill3.rpt
 dmskill3.rpt
 wmskill3.rpt
 mmskill3.rpt

Filter
 skillset name

Historical Reporting and Data Dictionary 495


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Skillset Answered CallsAnswered

Skillset Answered After CallsAnsweredAfterThreshold


Thresh

% Ansd After Thresh CallsAnsweredAfterThreshold / CallsAnswered x


100

Answer Delay CallsAnsweredDelay

Average Answer Delay CallsAnsweredDelay / CallsAnswered

Maximum Answer Delay MaxAnsweredDelay

Summaries
The report provides totals for each skillset, and subtotals for each application.
For each appication, statistics are further broken down by day, week, or month
(depending on the reporting period selected). For the interval reporting period,
statistics are further broken down by interval, and within each interval, by
application. The report also contains a grand total for all skillsets.

496 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 497


Standard reports Standard 1.0

Application Call Treatment

Description
The Application Call Treatment report shows summary performance
information about the handling of each call associated with a particular
application. The report displays multiple treatments that can occur within the
call script or application and the number of calls that received the specified
treatments. The report records the number of calls that the system answered,
abandoned, offered, routed, and disconnected.

This report measures other treatments within the call script, including
commands such as Give Force Busy, Give Route To, or Give Force Disconnect.
You can keep a count of the number of callers who receive a specific treatment
and service.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Note: If you use the interval data type, remember that a call offered at one
interval could be given treatment at another interval.

Templates
 im-app7.rpt
 dm-app7.rpt
 wm-app7.rpt
 mm-app7.rpt

498 Symposium Call Center Server


April 2004 Standard reports

Filter
 application name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Overflowed statistics

Report field View field/Formula

Quantity CallsGivenForceOverflow

Percentage (%) CallsGivenForceOverflow / CallsOffered x 100

Average time before TimeBeforeForceOverflow / number of calls


given Force Overflow

Average calls per reporting CallsGivenForceOverflow / number of reporting


period periods (intervals, days, weeks, or months)

Average time before TimeBeforeForceOverflow / number of reporting


treatment per reporting periods (intervals, days, weeks, or months)
period

Defaulted statistics

Report field View field/Formula

Quantity CallsGivenDefault

Percentage (%) CallsGivenDefault / CallsOffered x 100

Average time before TimeBeforeDefault / number of calls given default


treatment

Historical Reporting and Data Dictionary 499


Standard reports Standard 1.0

Report field View field/Formula

Average calls per reporting CallsGivenDefault / number of reporting periods


period (intervals, days, weeks, or months)

Average time before TimeBeforeDefault / number of reporting periods


treatment per reporting (intervals, days, weeks, or months)
period

Given Busy statistics

Report field View field/Formula

Quantity CallsGivenForceBusy

Percentage (%) CallsGivenForceBusy / CallsOffered x 100

Average time before TimeBeforeForceBusy / number of calls given


Force Busy treatment

Average calls per reporting CallsGivenForceBusy / number of reporting


period periods (intervals, days, weeks, or months)

Average time before TimeBeforeForceBusy / number of reporting


treatment per reporting periods (intervals, days, weeks, or months)
period

Routed statistics

Report field View field/Formula

Quantity CallsGivenRouteTo

Percentage (%) CallsGivenRouteTo / CallsOffered x 100

Average time before TimeBeforeRouteTo / Number of calls given


Route To treatment

Average calls per reporting CallsGivenRouteTo / number of reporting periods


period (intervals, days, weeks, or months)

500 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula

Average time before TimeBeforeRouteTo / number of reporting periods


treatment per reporting (intervals, days, weeks, or months)
period

Disconnected statistics

Report field View field/Formula

Quantity CallsGivenForceDisconnect

Percentage (%) CallsGivenForceDisconnect / CallsOffered x 100

Average time before TimeBeforeForceDisconnect / Number of calls

Average calls per reporting CallsGivenForceDisconnect / number of reporting


period periods (intervals, days, weeks, or months)

Average time before TimeBeforeForceDisconnect / number of


treatment per reporting reporting periods (intervals, days, weeks, or
period months)

Offered statistics

Report field View field/Formula

Quantity CallsOffered

Answered statistics

Report field View field/Formula

Quantity CallsAnswered

Percentage (%) CallsAnswered / CallsOffered x 100

Historical Reporting and Data Dictionary 501


Standard reports Standard 1.0

Report field View field/Formula

Average calls per reporting Calls Answered / number of reporting periods


period (interval, day, week, (intervals, days, weeks, or months)
or month)

Abandoned statistics

Report field View field/Formula

Total CallsAbandoned

Percentage (%) CallsAbandoned / CallsOffered x 100

Average calls per reporting CallsAbandoned / number of reporting periods


period (interval, day, week, (intervals, days, weeks, or months)
or month)

Given Host Lookup statistics

Report field View field/Formula

Total CallsGivenHostLookup

Percentage (%) CallsGivenHostLookup / CallsOffered x 100

Average calls per reporting CallsGivenHostLookup / number of reporting


period (interval, day, week, periods (intervals, days, weeks, or months)
or month)

Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.

502 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 503


Standard reports Standard 1.0

Application Delay Before Abandon

Description
The Application Delay Before Abandon report gauges service quality by
indicating how many callers disconnect (abandon) before reaching an agent. The
spectrum shows how long callers typically wait before abandoning, whether
they abandoned before or after reaching the service level threshold for the
application, and the percentage of calls that abandoned.

With a greater awareness of customer tolerance levels, call center managers can
adjust call scripts to provide quicker service, offer recorded announcements
more frequently, offer callers the option to access an interactive voice
recognition system, and add additional agents to increase service.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-app5.rpt
 dm-app5.rpt
 wm-app5.rpt
 mm-app5.rpt

Filter
 application name

504 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Abandon delay spectrum


The Application Delay Before Abandon report contains a histogram showing the
number of calls abandoned after delays of times divided into 2-second
increments. The statistics for the histogram are taken from the AbdDelay view
fields.

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

% Abandoned CallsAbandoned / CallsOffered x 100

Abandoned After CallsAbandonedAftThreshold


Threshold

Abandon Delay CallsAbandonedDelay

Maximum Abandon Delay MaxCallsAbandonedDelay

Average Abandon Delay CallsAbandonedDelay / CallsAbandoned

Historical Reporting and Data Dictionary 505


Standard reports Standard 1.0

Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.

506 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 507


Standard reports Standard 1.0

Application Delay Before Answer

Description
The Application Delay Before Answer report shows summarized performance
information regarding call answer delays for an application. The report focuses
on application performance from the customer’s point of view, indicating how
long callers wait before connecting to an agent. The statistics include all
Symposium Call Center Server calls for this application. The report also
indicates whether the delay occurred after the skillset received the call.

By keeping delays to a minimum, the call center shows respect for customers
and inspires the confidence that brings repeat business.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-app3.rpt
 dm-app3.rpt
 wm-app3.rpt
 mm-app3.rpt

Filter
 application name

508 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Answer delay spectrum


The Application Delay Before Answer report contains a histogram showing the
number of calls answered after delays of times divided into 2-second
increments. The statistics for the histogram are taken from the AnsDelay view
fields.

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Answer Delay CallsAnsweredDelay

Delay at Skillset CallsAnsweredDelayAtSkillset

Answered After Threshold CallsAnsweredAftThreshold

Maximum Answer Delay MaxCallsAnsDelay

Maximum Delay at Skillset MaxCallsDelayAtSkillset

Average Answer Delay CallsAnsweredDelay / CallsAnswered

Historical Reporting and Data Dictionary 509


Standard reports Standard 1.0

Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.

510 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 511


Standard reports Standard 1.0

Application Performance

Description
The Application Performance report provides summarized performance
information on your call center applications. The report gives an overview of
calls answered, delayed, and abandoned, as well as the percentage of calls that
achieved a minimum service level. The report tracks calls routed to the specified
application (Master or primary call script). This report can be particularly useful
in determining the efficiency of the service your center provides to specific call
types and callers.

By showing the volume of calls answered in a given period, along with the
average delay callers experienced, the report can identify the level of service
customers received on a specific type of call or activity.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-app1.rpt
 dm-app1.rpt
 wm-app1.rpt
 mm-app1.rpt

512 Symposium Call Center Server


April 2004 Standard reports

Filter
 application name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Answer Delay CallsAnsweredDelay

Avg Answer Delay CallsAnsweredDelay / CallsAnswered

Max Answer Delay MaxCallsAnsDelay

Ans After Threshold CallsAnsweredAftThreshold

Abandoned CallsAbandoned

Max Abandon Delay MaxCallsAbandonedDelay

Aban After Threshold CallsAbandonedAftThreshold

Ans Delay At Skillset CallsAnsweredDelayAtSkillset

% Service Level [{(CallsAnswered + CallsAbandoned) –


(CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} / (CallsAnswered
+ CallsAbandoned)] x 100

Historical Reporting and Data Dictionary 513


Standard reports Standard 1.0

Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.

514 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 515


Standard reports Standard 1.0

Crosstab - Application Performance

Description
The Crosstab - Application Performance report provides you with an at-a-glance
view of application performance (calls answered, calls abandoned, and calls
offered) for several days. You can use this report to compare application
performance for the same reporting period on different days.

Views
 iApplicationStat

Collection frequency
 interval

Templates
 icross_Application.rpt

Filter
 application name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

516 Symposium Call Center Server


April 2004 Standard reports

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each application for each interval, as well as daily
totals for the application.

Historical Reporting and Data Dictionary 517


Standard reports Standard 1.0

518 Symposium Call Center Server


April 2004 Standard reports

Section D: Call by call reports

In this section
Call By Call Statistics 520

Historical Reporting and Data Dictionary 519


Standard reports Standard 1.0

Call By Call Statistics

Description
For each call, the Call By Call Statistics report shows detailed information
including time, event, agent, source, and destination.

You can collect call information from the time the call is made until the time it
leaves Symposium Call Center Server control. You can collect statistics for all
of the events defined in Historical Statistics Collection.

Notes:
 The Call By Call Statistics report includes only one interval.
 Call By Call Statistics reports contain a large amount of data.
Consequently, they take much longer to generate than other types of
reports.
 Event information is written to the database every 15 minutes.

Views
 eCallByCallStatYYYYMMDD
 Agent

Template
 em-res9.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Call By Call Create and run any report

Users View all users

520 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Call ID eCallByCallStatYYYYMMDD.CallId

Time eCallByCallStatYYYYMMDD.Time

Event eCallByCallStatYYYYMMDD.CallEventName

Agent Agent.SurName, Agent.GivenName,


Agent.TelsetLoginID

Source eCallByCallStatYYYYMMDD.Source

Destination eCallByCallStatYYYYMMDD.Destination

Associated Data eCallByCallStatYYYYMMDD.AssociatedData

Event Data eCallByCallStatYYYYMMDD.EventData

Grouping
Events in the Call By Call Statistics report are grouped by call ID.

Historical Reporting and Data Dictionary 521


Standard reports Standard 1.0

522 Symposium Call Center Server


April 2004 Standard reports

Section E: Configuration reports

In this section
Activity Code Properties 524
Agent By Supervisor Properties 527
Agent Properties 530
Agent Skillset Assignment 536
Agent Skillset Properties 539
Agent Supervisor Assignment 543
Application Script Properties 546
Application Template Properties 549
CDN Properties 552
Database View Definitions 555
DNIS Properties 559
Formula Properties 562
Historical and Real Time Statistics Properties 565
IVR Port Properties 573
IVR Queue and Port Properties 576
Logged In Agent Position ID 579
Network Site and Application Properties 583
Network Skillset Routing Properties 587
Real Time Template Properties 591
Route Properties 594
Script Variable By Script 597
Script Variable Properties 600
Skillset Properties 603
Supervisor Properties 608
Telephone Display Properties 612
User Access Privilege 615

Historical Reporting and Data Dictionary 523


Standard reports Standard 1.0

Activity Code Properties

Description
The Activity Code Properties report lists all of the activity codes and their
assigned names.

Where properties are defined


Activity code properties are defined on Activity Code Properties property sheet.

View
 ActivityCode

Template
 config8.rpt

Filters
 activity code
 activity name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

524 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Activity Code Name Name

Activity Code Number ActivityCode

Historical Reporting and Data Dictionary 525


Standard reports Standard 1.0

526 Symposium Call Center Server


April 2004 Standard reports

Agent By Supervisor Properties

Description
The Agent By Supervisor Properties report lists agents and the supervisors to
whom they are assigned. Agents can have multiple supervisors. Therefore, an
agent may appear multiple times in the report.

View
 SupervisorAgentAssignment

Template
 config31.rpt

Filters
 supervisor logon ID
 supervisor name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Field descriptions

Report field View field/Formula

Supervisor Name & ID SupervisorGivenName SupervisorSurName


SupervisorTelsetLoginID

Assigned Agent Name AgentGivenName AgentSurName

Historical Reporting and Data Dictionary 527


Standard reports Standard 1.0

Report field View field/Formula

Phoneset Login ID AgentTelsetLoginID

Supervisor Type Type

528 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 529


Standard reports Standard 1.0

Agent Properties

Description
The Agent Properties report presents agent information in the following
categories:
 general information—including threshold class name, department, and title
 agent call presentation information—including call presentation options
defined for the agent’s call presentation class
 phoneset information—including port information for the phoneset at
which the agent is logged on, and the agent’s personal or secondary
directory number
 supervisor information—which lists the agent’s supervisors

Where properties are defined


Agent properties are defined on the User Properties property sheet for each
agent.

Views
 Agent
 SupervisorAgentAssignment

Template
 config5.rpt

Filters
 agent logon ID
 agent name

530 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Reports—Other Create and run any report

General fields

Report field View field/Formula

Agent Name & ID Agent.GivenName Agent.SurName


Agent.TelsetLoginID

Threshold Class Agent.ThresholdTemplateName

Department Agent.Department

Title Agent.Title

Comment Agent.Comment

Agent Call Presentation fields

Report field View field/Formula

Call Presentation Class Agent.TemplateName

Call Force Option Agent.CallForceOption


(Meridian 1/Succession
1000)

Call Force Timer Delay Agent.CallForceDelayTimer


(Meridian 1/Succession
1000)

Reserve for Network Call Agent.TelsetShowReserve


(NSBR option)

Historical Reporting and Data Dictionary 531


Standard reports Standard 1.0

Report field View field/Formula

Return To Queue On No Agent.ReturnToQueueOnNoAnswer


Answer

Return To Queue Wait Agent.ReturnToQueueWaitInterval


Interval

Make Phoneset Agent.ReturnToQueueMode

DN On Hold (Meridian 1/ Agent.AlternateCallAnswer


Succession 1000)

Union Break Timer Agent.UnionBreakTimer


(Meridian 1/Succession
1000)

Not Ready on Secondary Agent.NROSDN


DN (DMS/MSL-100)

Variable Wrap Time (DMS/ Agent.VariableWrap


MSL-100)

Phoneset fields

Report field View field/Formula

Phoneset Login ID Agent.TelsetLoginID

Personal DN (Meridian 1/ Agent.PersonalDN


Succession 1000)

Secondary DN (DMS/ Agent.SecondaryDN


MSL-100)

Switch Port Address Agent.SwitchPortAddress

Switch Port Name Agent.SwitchPortName

Switch ID Agent.SwitchID

532 Symposium Call Center Server


April 2004 Standard reports

Supervisor fields

Report field View field/Formula

Supervisor Name SupervisorAgentAssignment.SupervisorSurname


SupervisorAgentAssignment.SupervisorGivenName

Supervisor Phoneset SupervisorAgentAssignment.SupervisorTelsetLoginID


Login ID

Type SupervisorAgentAssignment.Type

Historical Reporting and Data Dictionary 533


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

534 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 535


Standard reports Standard 1.0

Agent Skillset Assignment

Description
The Agent Skillset Assignment report lists scheduled changes of agents and
their skillset assignments.

Where properties are defined


Agent to skillset assignment properties are defined on the Agent to Skillset
Properties property page.

View
 ScheduledSkillsetAssignment

Template
 config24.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

536 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Assignment Name AssignName

Status Status

Comment Comment

Agent Name and Phoneset UserSurName UserGivenName


Login UserTelsetLoginID

To Skillset SkillsetName

SkillsetState SkillsetState

Priority Priority

Historical Reporting and Data Dictionary 537


Standard reports Standard 1.0

538 Symposium Call Center Server


April 2004 Standard reports

Agent Skillset Properties

Description
The Agent Skillset Properties report lists general agent information and skillset
assignments. General information includes department, title, and assigned
templates. Skillset information includes the skillset name and the agent’s priority
within the skillset.

Where properties are defined


Agent skillset properties are defined on the Skillsets – User Properties property
page.

Views
 Agent
 SkillsetByAgent
 Skillset

Template
 config29.rpt

Filters
 agent logon ID
 agent name

Historical Reporting and Data Dictionary 539


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Reports—Other Create and run any report

Field descriptions

Report field View field/Formula

Agent Name & ID Agent.SurName Agent.GivenName


Agent.TelsetLoginID

Phoneset Login ID Agent.TelsetLoginID

Personal DN (Meridian 1/ Agent.PersonalDN


Succession 1000)

Call Presentation Class Agent.AgentTemplateName

Threshold Class Agent.ThresholdTemplateName

Skillset Name Skillset.Skillset

Skillset State SkillsetByAgent.SkillsetState

Priority SkillsetByAgent.Priority

540 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 541


Standard reports Standard 1.0

DMS/MSL-100 report

542 Symposium Call Center Server


April 2004 Standard reports

Agent Supervisor Assignment

Description
The Agent Supervisor Assignment report lists agent to supervisor assignments
and their properties.

Where properties are defined


Agent to supervisor assignment properties are defined on the Agent to
Supervisor Properties property sheet.

Views
 ScheduledSupervisorAssignment
 SupervisorAgentAssignment

Template
 config23.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 543


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

Assignment Name ScheduledSupervisorAssignment.AssignName

Status ScheduledSupervisorAssignment.Status

Comment ScheduledSupervisorAssignment.Comment

From Reporting SupervisorAgentAssignment.SupervisorUserID


Supervisor SupervisorAgentAssignment.SupervisorSurname
SupervisorAgentAssignment.SupervisorGivenName

Agent Name and SupervisorAgentAssignment.AgentSurName


Phoneset Login SupervisorAgentAssignment.AgentGivenName
SupervisorAgentAssignment.AgentTelsetLoginID

To Reporting ScheduledSupervisorAssignment.SupervisorID
Supervisor ScheduledSupervisorAssignment.SupervisorGivenName
ScheduledSupervisorAssignment.SupervisorSurname

544 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 545


Standard reports Standard 1.0

Application Script Properties

Description
The Application Script Properties report describes the relationship between
application scripts.

Definition: Parent script


A parent script is any script that directs a call to another secondary script.

Definition: Child script


A child script is a secondary script to which a primary script or another
secondary script directs a call.

View
 ApplicationByScript

Template
 config14.rpt

Filter
 application name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

546 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Parent Script Name ParentName

Child Script Name ChildName

Historical Reporting and Data Dictionary 547


Standard reports Standard 1.0

548 Symposium Call Center Server


April 2004 Standard reports

Application Template Properties

Description
The Application Template Properties report lists all your applications. For each
application, it provides the service level threshold, threshold class, and threshold
levels.

Views
 Application
 ApplicationThresholdTemplate

Template
 config15.rpt

Filter
 application name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 549


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

Application Name Application.Name

Call By Call Application.CallByCall

Threshold Class ApplicationThresholdTemplate.Name

Field ApplicationThresholdTemplate.Field

Level 1 ApplicationThresholdTemplate.Level1

Level 2 ApplicationThresholdTemplate.Level2

550 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 551


Standard reports Standard 1.0

CDN Properties

Description
The CDN Properties report lists the CDNs and their assigned names.

Definition: CDN
A Controlled Directory Number (CDN) is a number configured in the switch as
the entry point for calls into Symposium Call Center Server. You can configure
multiple CDNs in the switch and associate them with the Master script of
Symposium Call Center Server.

Where properties are defined


CDN properties are defined on the CDN Properties property sheet.

View
 CDN

Template
 config7.rpt

Filters
 CDN
 CDN name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

552 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

CDN Number CDN

CDN Name Name

Call Type Type

Historical Reporting and Data Dictionary 553


Standard reports Standard 1.0

554 Symposium Call Center Server


April 2004 Standard reports

Database View Definitions

Description
The Database View Definitions report generates a complete list of the database
views available in the Symposium Call Center Server database. You can use
these views to design user-created reports.

For each database view, the report lists the fields in the view. For each field, the
report provides the field type and length.

View
 Views

Template
 config34.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Field descriptions

Report field View field/Formula

Field Name ColumnName

Type Type

Length Length

Historical Reporting and Data Dictionary 555


Standard reports Standard 1.0

Field types

Field type Description Value range Size

binary binary data n/a n bytes, data


dependent

char fixed character n/a n bytes


length

datetime time stamp Jan 1, 1753 to Dec 31, 8 bytes


9999

int integer – 2 147 483 648 to 4 bytes


2 147 483 647

smalldatetime timestamp Jan 1, 1900 to June 6, 4 bytes


2079

smallint small integer – 32 768 to 2 bytes


32 767

tinyint tiny integer 0 to 255 1 byte

varchar variable length n/a n bytes, data


character dependent

556 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 557


Standard reports Standard 1.0

DMS/MSL-100 report

558 Symposium Call Center Server


April 2004 Standard reports

DNIS Properties

Description
The DNIS Properties report lists each DNIS and its assigned name. It also
displays the service level threshold.

Definition: DNIS
Dialed Number Identification Service (DNIS) allows you to identify the dialed
number for calls coming into the call center. Typically, DNIS numbers are used
for 1-800 numbers. For example, a company might give customers different
1-800 numbers for sales and customer service calls.

Where properties are defined


DNIS Properties are defined on the DNIS Properties property sheet.

View
 DNIS

Template
 config10.rpt

Filters
 DNIS
 DNIS name

Historical Reporting and Data Dictionary 559


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Field descriptions

Report field View field/Formula

DNIS Name and Number DNISName, DNIS

Service Level Threshold ServiceLevelThreshold

560 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 561


Standard reports Standard 1.0

Formula Properties

Description
The Formula Properties report lists all of the customized formulas and their
definitions as they appear in real-time displays. You can use formulas to create
customized real-time statistics fields by combining existing statistics fields with
mathematical operators.

Where properties are defined


Formula properties are defined on the Formula Properties property sheet.

View
 Formula

Template
 config17.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

562 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Formula Name Name

Class Class

Comment Comment

Definition Definition

Historical Reporting and Data Dictionary 563


Standard reports Standard 1.0

564 Symposium Call Center Server


April 2004 Standard reports

Historical and Real Time Statistics Properties

Description
The Historical and Real Time Statistics Properties report lists the historical and
real-time statistics you configured Symposium Call Center Server to collect.

Notes:
 To view call-by-call properties for individual applications, see the
Application Properties report.
 User-defined reports using this standard report as a template cannot be
scheduled.

Real-time statistics collection modes


You can collect real-time statistics in the following modes.

Moving window mode


In moving window mode, statistics shown represent the last 10 minutes of
system activity.

Interval-to-date mode
In interval-to-date mode, statistics are collected only for the current interval
(defined on the Real-time Statistics Configuration property sheet). When the
interval is over, data fields initialize to zero and collection begins for the next
interval.

Where properties are defined


Real-time statistics collection properties are defined on the Real-time Statistics
Configuration property sheet. Historical statistics collection properties are
defined on the Historical Statistics Configuration property sheet.

Historical Reporting and Data Dictionary 565


Standard reports Standard 1.0

Views
 HistoricalStatCollection
 HistoricalStatDuration
 HistoricalStatStorage
 RealTimeStatCollection

Template
 config1.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Collection fields

Report field View field/Formula

Application HistoricalStatCollection.Application

CDN HistoricalStatCollection.CDN

Skillset HistoricalStatCollection.Skillset

Activity Code HistoricalStatCollection.ActivityCode

DNIS HistoricalStatCollection.DNIS

Trunk (Meridian 1/ HistoricalStatCollection.Trunk


Succession 1000)

Route (Meridian 1/ HistoricalStatCollection.Route


Succession 1000)

RAN/Music Route HistoricalStatCollection.RANMusicRoute

566 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula

Agent Performance HistoricalStatCollection.AgentPerformance

Agent By-Application HistoricalStatCollection.AgentByApplication

Agent By-Skillset HistoricalStatCollection.AgentBySkillset

Agent Login/Logout HistoricalStatCollection.AgentLogin

IVR ACD-DN Statistics HistoricalStatCollection.IVR


(Meridian 1/Succession
1000)

IVR Port Statistics HistoricalStatCollection.IVRPort


(Meridian 1/Succession
1000)

IVR Port Login/Logout HistoricalStatCollection.IVRPortLogin


(Meridian 1/Succession
1000)

Network Call HistoricalStatCollection.NetworkCall


(NSBR option)

Network Out Call HistoricalStatCollection.NetworkOutCall


(NSBR option)

Historical Duration fields

Report field View field/Formula

Days Of Interval HistoricalStatDuration.DaysOfInterval

Days Of Daily HistoricalStatDuration.DaysOfDaily

Weeks Of Weekly HistoricalStatDuration.WeeksOfWeekly

Months Of Monthly HistoricalStatDuration.MonthsOfMonthly

Historical Reporting and Data Dictionary 567


Standard reports Standard 1.0

Report field View field/Formula

Days of IVR Port Login HistoricalStatDuration.DaysOfIVRPortLogin


(Meridian 1/Succession
1000)

Days of Agent Login and HistoricalStatDuration.DaysOfAgentLogin


Logout

First Business Day Of the HistoricalStatDuration.FirstDayOfWeek


Week

Business Hours Per Day HistoricalStatDuration.BusinessHoursPerDay

Business Days Per Week HistoricalStatDuration.BusinessDaysPerWeek

Days Of Call By Call HistoricalStatDuration.DaysOfCallByall

Historical Storage fields

Report field View field/Formula

Parameter HistoricalStatStorage.Parameter

System HistoricalStatStorage.System

Purchased HistoricalStatStorage.Purchased

Configured HistoricalStatStorage.Configured

568 Symposium Call Center Server


April 2004 Standard reports

Real TIme Properties fields

Report field View field/Formula

Moving Window The Moving Window fields indicate whether


statistics in each of the following statistics groups
can be displayed in moving window mode:
 application statistics
(RealTimeStatCollection.MWApplication)
 skillset statistics
(RealTimeStatCollection.MWSkillset)
 agent statistics
(RealTimeStatCollection.MWAgent)
 network call
(RealTimeStatCollection.MWNetworkCall);
NSBR option
 IVR (RealTimeStatCollection.MWIVR);
Meridian 1/Succession 1000 switch
 route (RealTimeStatCollection.MWRoute);
Meridian 1/Succession 1000 switch
 call center summary
(RealTimeStatCollection.MWNodalCall)

Historical Reporting and Data Dictionary 569


Standard reports Standard 1.0

Report field View field/Formula

Interval to Date The Interval To Date fields indicate whether


statistics in each of the following statistics groups
can be displayed in interval-to-date mode:
 application
(RealTimeStatCollection.ITDApplication)
 skillset (RealTimeStatCollection.ITDSkillset)
 agent (RealTimeStatCollection.ITDAgent)
 network call
(RealTimeStatCollection.ITDNetworkCall);
NSBR option
 IVR (RealTimeStatCollection.ITDIVR);
Meridian 1/Succession 1000 switch
 route (RealTimeStatCollection.ITDRoute);
Meridian 1/Succession 1000 switch
 call center summary
(RealTimeStatCollection.ITDNodalCall)

Interval Duration RealTimeStatCollection.IntervalDuration

Interval Start Time RealTimeStatCollection.IntervalStartTime

Minimum Refresh Rate RealTimeStatCollection.MinRefreshRate

570 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 571


Standard reports Standard 1.0

DMS/MSL-100 report

572 Symposium Call Center Server


April 2004 Standard reports

IVR Port Properties

Description
DMS/MSL-100 switch only. The IVR Port Properties report lists the name and
properties of all voice ports.

Where properties are defined


IVR port properties are defined on the Voice Port Properties property sheet.

Views
 IVRPort

Template
- config11.rpt

Filters
 IVR Queue ID
 IVR Queue Name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 573


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

IVR ACD-DN Name and IVRPort.Name IVRPort.IVRPortID


ID

IVR Port Switch ID IVRPort.SwitchPortID

IVR Port Switch Address IVRPort.SwitchPortAddress

Switch Port Name IVRPort.SwitchPortName

574 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 575


Standard reports Standard 1.0

IVR Queue and Port Properties

Description
Meridian 1/Succession 1000 switch only. The IVR Queue and Port Properties
report lists the name, number, and threshold class for each Interactive Voice
Response (IVR) system queue (ACD-DN), as well as the voice ports assigned to
the queue.

Where properties are defined


IVR ACD-DN properties are defined on the ACD-DN Properties property sheet.
IVR port properties are defined on the Voice Port Properties property sheet.

Views
 IVRQueue
 IVRPort
 IVRThresholdTemplate

Template
config11.rpt

Filters
 IVR Queue ID
 IVR Queue Name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

576 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

IVR Queue Name and ID IVRQueue.Name IVRQueue.IVRQueueID

Service Level Threshold IVRQueue.ServiceLevelThreshold

Acquired IVRQueue.Acquire

Status IVRQueue.Status

IVR ACD-DN Name and IVRPort.Name IVRPort.IVRPortID


ID

IVR Port Switch ID IVRPort.SwitchPortID

IVR Port Switch Address IVRPort.SwitchPortAddress

Switch Port Name IVRPort.SwitchPortName

IVR Threshold Class IVRThresholdTemplate.Name


IVRThresholdTemplate.TemplateID

Template Field Name IVRThresholdTemplate.Field

Template Level 1 IVRThresholdTemplate.Level1

Template Level 2 IVRThresholdTemplate.Level2

Historical Reporting and Data Dictionary 577


Standard reports Standard 1.0

578 Symposium Call Center Server


April 2004 Standard reports

Logged In Agent Position ID

Description
The Agent Position ID report lists agents and provides, for each one, logon ID
and position ID, and (on the Meridian 1/Succession 1000 switch) personal DN.

Note: Agent status information is written to the database every 15 minutes. This
report shows agent status as of the end of the last 15-minute interval.

View
 Agent
 eAgentLoginStat

Template
 config32.rpt

Filters
 agent logon ID
 agent name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—AgentPerformance Create and run any report

Historical Reporting and Data Dictionary 579


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

Agent Name eAgentLogin.AgentSurName


eAgentLogin.AgentGivenName

Agent Login eAgentLogin.AgentLogin

Position ID eAgentLogin.PositionID

Personal DN (Meridian 1/ Agent.PersonalDN


Succession 1000)

580 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 581


Standard reports Standard 1.0

DMS/MSL-100 report

582 Symposium Call Center Server


April 2004 Standard reports

Network Site and Application Properties

Description
NSBR option only. The Network Site and Application Properties report lists all
of the sites in the network, and for each one, shows
 the site’s properties (as configured on the NCC)
 the remote switch parameters for the site (as configured on the local server)
 the applications at that site

For each application, it includes the service level threshold and whether local
and network call-by-call statistics are collected for the application.

Note: User-defined reports using this standard report as a template cannot be


scheduled.

Where properties are defined


Site properties are defined on the Site Properties property sheet at the NCC.
Remote switch parameters are defined on the Network Communication
Parameters dialog box. Application properties are defined on the Application
Properties property sheet at each server. Collection of call-by-call statistics for
an application is configured at the server on the Call By Call—Historical
Statistics property page.

Views
 RemoteApplication
 Site
 TargetSwitchComm

Template
 config28.rpt

Historical Reporting and Data Dictionary 583


Standard reports Standard 1.0

Filter
 site name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Available Sites fields

Report field View field/Formula

Site Name Site.SiteName

Filter Timer Site.OutOfServiceTimer

Time Relative to GMT Site.RelativeGMT

Contact Person Site.ContactPerson

Phone Number Site.ContactNumber

Destination Configuration fields

Report field View field/Formula

Destination Site TargetSwitchComm.SiteName

Dialable DN TargetSwitchComm.DialableDN

Number of Retries TargetSwitchComm.NumRetries

Retry Timer (sec) TargetSwitchComm.RetryTimer

Agent Reserve Timer TargetSwitchComm.AgentReserveTimer

584 Symposium Call Center Server


April 2004 Standard reports

Application fields

Report field View field/Formula

Application ID RemoteApplication.RemoteApplicationID

Application Name RemoteApplication.Name

Call-by-Call RemoteApplication.CallByCall

Service Level Threshold RemoteApplication.ServiceLevelThreshold

Grouping
Application information is grouped by site.

Historical Reporting and Data Dictionary 585


Standard reports Standard 1.0

586 Symposium Call Center Server


April 2004 Standard reports

Network Skillset Routing Properties

Description
NSBR option only. The Network Skillset Routing Properties report lists all the
network skillsets and indicates the routing table method being utilized for the
network skillset.

Note: User-defined reports using this standard report as a template cannot be


scheduled.

Definition: Round robin routing


Round robin routing is an agent request method that evenly distributes calls
across the network. Each agent request is sent to a predefined site or group of
sites. For example, in a four-site Symposium Call Center Server network, an
agent request can be sent to nodes 1, 2, and 3. The next agent request is sent to
nodes 2, 3, and 4. The next agent request is sent to nodes 4, 1, and 2, and so on.
The agent request is always sent to the next target node or group of nodes, even
if agents are available in a preceding target.

Definition: Sequential routing


Sequential routing is an agent request method that always queues a call to the
first site, then the second site, then the third site, and so on. The presentation
does not change.

Where properties are defined


Network skillset properties are defined on the Network Skillset Properties
property sheet. Network skillset routing properties are defined on the Sites
dialog box.

Historical Reporting and Data Dictionary 587


Standard reports Standard 1.0

Views
 NetworkSkillsetStatus
 Ranking
 Skillset

Templates
 config39.rpt

Filter
 network skillset name
 site name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Site fields

Report field View field/Formula

Site Name NetworkSkillsetStatus.Site

Site Filter NetworkSkillsetStatus.FilterStatus

Network Skillset (if skillset Skillset.NetworkSkillset


is being filtered)

Network Skillset Filter (if NetworkSkillsetStatus.FlowControlStatus


skillset is being filtered)

588 Symposium Call Center Server


April 2004 Standard reports

Network skillset fields

Report field View field/Formula

Network Skillset Skillset.NetworkSkillset

Routing Method Skillset.UseRoundRobin

Destination Site Name NetworkSkillsetStatus.SiteName

Rank Ranking.Rank

Network Skillset Filter NetworkSkillsetStatus.FlowControlStatus

Historical Reporting and Data Dictionary 589


Standard reports Standard 1.0

590 Symposium Call Center Server


April 2004 Standard reports

Real Time Template Properties

Description
The Real Time Template Properties report lists each real-time display definition
and describes its properties.

Where properties are defined


Real-time display definition properties are defined on the Real-time Display
Properties property sheet.

Views
 RealTimeTemplate
 RealTimeColumn
 Formula

Template
 config21.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 591


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

Template Name RealTimeTemplate.Name

Class RealTimeTemplate.Class

Refresh Rate RealTimeTemplate.RefreshRate / 1000

View Mode RealTimeTemplate.ViewMode

Column Name RealTimeColumn.Label

Formula Name Formula.Name

Format RealTimeColumn.Format

Scale From RealTimeColumn.ScaleFrom

Scale To RealTimeColumn.ScaleTo

592 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 593


Standard reports Standard 1.0

Route Properties

Description
The Route Properties report lists each route, the assigned route name, and the
assigned threshold class name. It also displays the threshold times set for each
template.

Where properties are defined


Route properties are defined on the Route Properties property sheet.

Views
 Route
 RouteThresholdTemplate

Template
 config9.rpt

Filters
 Route ID
 Route Name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

594 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Route Number Route.RouteID

Route Name Route.RouteName

Threshold Class RouteThresholdTemplate.Name

Field RouteThresholdTemplate.Field

Level 1 RouteThresholdTemplate.Level1

Level 2 RouteThresholdTemplate.Level2

Historical Reporting and Data Dictionary 595


Standard reports Standard 1.0

596 Symposium Call Center Server


April 2004 Standard reports

Script Variable By Script

Description
For each script, the Script Variable By Script report lists the script type and
status, along with the names of the script variables used. For each variable, it
provides the status and type.

For more information on scripting, refer to the Scripting Guide.

View
 ScriptVariables

Template
 config36.rpt

Filter
 script variable name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 597


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

Script Script

Status ScriptStatus

Type Type

Script Variable Name Variable

Status VariableStatus

Type VariableType

598 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 599


Standard reports Standard 1.0

Script Variable Properties

Description
The Script Variable Properties report lists the group, type, status, and class of
each variable.

For more information on scripting, refer to the Scripting Guide.

View
 ScriptVariableProperties
 ScriptVariables

Template
 config35.rpt

Filter
 script variable name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

600 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Script Variable ScriptVariables.Variable

Status ScriptVariables.VariableStatus

Group ScriptVariableProperties.Grouping

Type ScriptVariables.VariableType

Class ScriptVariableProperties.Class

Comment ScriptVariableProperties.Comment

Referencing Script Name ScriptVariables.Script

Script Status ScriptVariables.ScriptStatus

Script Type ScriptVariables.ScriptType

Historical Reporting and Data Dictionary 601


Standard reports Standard 1.0

602 Symposium Call Center Server


April 2004 Standard reports

Skillset Properties

Description
The Skillset Properties report describes all skillset properties, including the
skillset type (local or network) and the service level threshold defined for the
threshold class to which the skillset belongs.

Where properties are defined


Skillset properties are defined on the Skillset Properties property sheet.

View
 Agent
 Skillset
 SkillsetByAgent

Template
 config16.rpt

Filter
 skillset name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 603


Standard reports Standard 1.0

Field descriptions

Report field View field/Formula

Skillset Name Skillset.Skillset

Comment Skillset.Comment

Call Source Preference Skillset.CallSourcePreference


(NSBR option)

Call Age Preference Skillset.CallAgePreference

Service Level Threshold Skillset.ServiceLevelThreshold

Min Short Call Delay Skillset.MinShortCallDelay

Night Service Type Skillset.NightServiceType

Mapped ACD-DN Number Skillset.DN

Default Activity Code Skillset.ActivityCode


(Meridian 1/Succession
1000)

Skillset Is Networked Skillset.IsNetworked


(NSBR option)

Nodal Network Skillset Skillset.NetworkSkillsetName


Name (NSBR option)

Call Queue Requested Size Skillset.CallRequestQueueSize


(NSBR option)

Flow Control Threshold Skillset.CallRequestQueueSizeThreshold


(NSBR option)

Comment (NSBR option) Skillset.NetworkSkillsetComment

Use Round Robin Skillset.UseRoundRobin


(NSBR option)

Agent Name and ID Agent.GivenName Agent.Surname


Agent.TelsetLoginID

604 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula

Priority SkillsetByAgent.Priority

Historical Reporting and Data Dictionary 605


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

606 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 607


Standard reports Standard 1.0

Supervisor Properties

Description
The Supervisor Properties report lists all Symposium Call Center Server
supervisors by name and threshold class. The report includes port information,
personal or secondary directory number, logon information, comments, and all
names of the agents (reporting and associated) assigned to the supervisor.

Where properties are defined


Supervisor Properties are defined on the User Properties property sheet.

Views
 SupervisorAgentAssignment
 Supervisor

Template
 config4.rpt

Filters
 supervisor logon ID
 supervisor name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Agent Performance Create and run any report

Reports—Other Create and run any report

608 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Supervisor Name & ID Supervisor.Given Name Supervisor.SurName


Supervisor.TelsetLoginID

Threshold Class Supervisor.ThresholdTemplateName

Supervisor Template Name Supervisor.TemplateName

Switch Port Address Supervisor.SwitchPortAddress

Switch ID Supervisor.SwitchID

PC Login Name Supervisor.PCLoginName

Personal Directory Number Supervisor.PersonalDN


(DN) (Meridian 1/
Succession 1000)

Comment Supervisor.Comment

Supervisor Type SupervisorAgentAssignment.Type

Agents Assigned SupervisorAgentAssignment.AgentGivenName


SupervisorAgentAssignment.AgentSurName
SupervisorAgentAssignment.AgentTelsetLoginID

Historical Reporting and Data Dictionary 609


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

610 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 611


Standard reports Standard 1.0

Telephone Display Properties

Description
Meridian 1/Succession 1000 switch only. You can configure the order in which
Symposium Call Center Server displays information (such as caller line ID, or
CLID, and caller name) on agent phonesets.

The Telephone Display Properties report lists the configured display types, the
width of the display, and the number of rows in the display.

Where properties are defined


Telephone display properties are defined on the Telephone Display Properties
property sheet.

View
 PhoneSetDisplay

Template
 config6.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

612 Symposium Call Center Server


April 2004 Standard reports

Field descriptions

Report field View field/Formula

Telephone Display Set DisplayTypeName


Type Name

Field Name FieldName

Width Width

Row Row

Historical Reporting and Data Dictionary 613


Standard reports Standard 1.0

614 Symposium Call Center Server


April 2004 Standard reports

User Access Privilege

Description
The User Access Privilege report lists all of the access classes defined in the
system. For each one, it lists all of the privileges assigned to that class, and all
the desktop users belonging to that class.

Views
 AccessRights
 NBManagedObject

Template
 config42.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Field descriptions

Report field View field/Formula

Group Name AccessRights.GroupName

Comment AccessRights.Comment

Item in System Window AccessRights.ObjectName

Historical Reporting and Data Dictionary 615


Standard reports Standard 1.0

Report field View field/Formula

Level of Access AccessRights.CreateDeleteAccess,


AccessRights.CreatedDeleteAgentAccess,
AccessRights.CreateDeleteAllAgentAccess,
AccessRights.ReadAccess,
AccessRights.ReadAgentAccess,
AccessRights.ReadAllAgentAccess,
AccessRights.WriteAccess,
AccessRights.WriteAgentAccess,
AccessRights.WriteAllAgentAccess

Name AccessRights.GivenName,
AccessRights.Surname

PC Login AccessRights.PCLoginName

616 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 617


Standard reports Standard 1.0

618 Symposium Call Center Server


April 2004 Standard reports

Section F: IVR reports

In this section
IVR Port First Login/Last Logout 620
IVR Port Statistics 622
IVR Queue Statistics 625

Historical Reporting and Data Dictionary 619


Standard reports Standard 1.0

IVR Port First Login/Last Logout

Description
Meridian 1/Succession 1000 switch only. The IVR Port First Login/Last Logout
report provides information on the first logon to and last logoff from the server.
The report lists the ports on which the first logon and last logoff occurred, and
the time at which these events occurred.

View
 eIVRPortLoginStat

Template
 em-res5.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Voice Ports View

Field descriptions

Report field View field/Formula

Time Time

Port ID IVRPortID

620 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 621


Standard reports Standard 1.0

IVR Port Statistics

Description
Meridian 1/Succession 1000 switch only. The IVR Port Statistics report shows
summarized statistical information grouped by IVR port. The report provides
detailed information about specific IVR ports used within the call center. For
each port specified, the report shows the total number of calls answered,
conferenced, and transferred.

The IVR Port Statistics report also indicates the amount of time the port was
available to take calls and how much time was spent waiting to receive calls.
The report helps you determine whether a specific port may be causing poor
performance within an IVR queue.

Views
 IVRPortStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-res4.rpt
 dm-res4.rpt
 wm-res4.rpt
 mm-res4.rpt

622 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Filters
 IVR Port ID
 IVR Port Name

Statistics

Report field View field/Formula

Answered CallsAnswered

Conferenced CallsConferenced

Transferred CallsTransferred

Logged In Time LoggedInTime

Not Ready Time NotReadyTime

Talk Time TalkTime

Waiting Time WaitingTime

Summaries
The report provides totals for each IVR port, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all IVR ports.

Historical Reporting and Data Dictionary 623


Standard reports Standard 1.0

624 Symposium Call Center Server


April 2004 Standard reports

IVR Queue Statistics

Description
Meridian 1/Succession 1000 switch only. The IVR Queue Statistics report shows
summarized statistical information grouped by IVR queue. The report details the
performance of IVR queues, and is especially useful for understanding call
volume and delays callers may have experienced when attempting to access the
IVR system.

If the report shows you that a particular IVR queue is not performing well, equip
the IVR queue with more IVR ports.

Views
 IVRStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-res3.rpt
 dm-res3.rpt
 wm-res3.rpt
 mm-res3.rpt

Filters
 IVR Queue ID
 IVR Queue Name

Historical Reporting and Data Dictionary 625


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Answered After Threshold CallsAnsweredAftThreshold

Answered Delay CallsAnsweredDelay

Confer’d CallsConferenced

Transf’d CallsTransferred

Not Treated CallsNotTreated

Not Treated After CallsNotTreatedAftThreshold


Threshold

Not Treated Delay CallsNotTreatedDelay

Summaries
The report provides totals for each IVR queue, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all IVR queues.

626 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 627


Standard reports Standard 1.0

628 Symposium Call Center Server


April 2004 Standard reports

Section G: NCC reports

In this appendix
Overview of NCC reports 630
Network Call By Call Statistics 632
Network Consolidated Application Performance 635
Network Consolidated DNIS Statistics 639
Network Consolidated Incoming Calls 644
Network Consolidated Outgoing Calls 648
Network Consolidated Route Performance 651
Network Consolidated Skillset Call Distribution 655
Network Consolidated Skillset Performance 659
Network Site and Application Properties 663
Network Skillset Routing Properties 666
Network Table Routing Assignments 669
Nodal Consolidated Application Delay Before Abandon 672
Nodal Consolidated Application Delay Before Answer 675
Nodal Consolidated Application Performance 678

Historical Reporting and Data Dictionary 629


Standard reports Standard 1.0

Overview of NCC reports

Introduction
This chapter lists the reports that you can generate when logged on to the
Network Control Center (NCC). In some cases, these reports are similar to
reports that are available on the server, but they use a different view or contain
additional fields.

Currently, network consolidated reports are only supported using modified


Nortel Networks-provided templates. The structure of the reports cannot be
changed from the templates beyond the deletion of fields not included in
formulas, and you cannot add subreports or views to network consolidated
reports. Subreports in network consolidated reports cannot be linked—each
subreport must run as a whole before the next subreport is executed.

Notes:
 For network consolidated reports, define the same userid on the NCC and
each server in the network. (The passwords need not match the password
defined on the NCC.) That userid must have the rights required to generate
the report. To create a report, log on to the NCC with that userid and
password.
 For information about reports that can be run on other servers in the
network, see Section H: “Network reports,” on page 683.

Time zone conversion


When you generate a consolidated interval report, you specify the period to be
included in the report. You can also choose whether to convert times to your
time zone.

If you have servers in different time zones, time zone conversion allows you to
compare activity for the same period. For example, if you want to interpret the
impact of a new commercial that is broadcast simultaneously at all sites, you use
a consolidated report based on a particular time at the NCC.

630 Symposium Call Center Server


April 2004 Standard reports

If you want to report on activity at all sites during the same period—for
example, lunch hour—you do not use time zone conversion. (If a site has not
reached the specified time, the report does not contain data for that site. For
example, if the current time at one site is 11:00 a.m., that site is not included in
the report.)

Note: For time zone conversion to work, the Time Relative to GMT must be
configured for all sites in the Site Parameters.

Historical Reporting and Data Dictionary 631


Standard reports Standard 1.0

Network Call By Call Statistics

Description
NCC option only. For each call that is networked out, the Network Call By Call
Statistics report shows detailed information including time, event, agent, source,
and destination.

Notes:
 Network Call By Call Statistics reports contain a large amount of data.
Consequently, they take much longer to generate than other types of
reports.
 User-defined reports using this standard report as a template cannot be
scheduled.

Time zone conversion


When you generate a Network Call By Call Statistics report, you specify a
source site and a data extraction period based on the time at the source site. (The
data extraction period can be up to 1 hour.) The report contains information
about all calls networked out from the source site during this period, and
provides all events applicable to those calls, from the time they entered the
source site to the time that they ended. If the Time Zone Relative to GMT is
configured correctly for each site, the time stamp for each call event is in the
time zone of the source site.

For example, the administrator of BestAir’s NCC wants to generate a Network


Call By Call Statistics report to report on calls networked out from the Chicago
server during the period from 10:00 a.m. to 11:00 a.m., Toronto time. (Chicago
is one hour behind Toronto.) When generating the report, the administrator
identifies Chicago as the source site, and specifies a data extraction period of
9:00 a.m. to 10:00 a.m.

Views
 eCallByCallStatYYYYMMDD (source site)
 eNetCallByCallStatYYYYMMDD

632 Symposium Call Center Server


April 2004 Standard reports

Template
 netcbc.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Call By Call Create and run any report

Users View all users

Field descriptions

Report field View field/Formula

Call ID eNetCallByCallStatYYYYMMDD.CallId

Timestamp eNetCallByCallStatYYYYMMDD.Timestamp

Time eNetCallByCallStatYYYYMMDD.Time

Event eNetCallByCallStatYYYYMMDD.CallEventName

AgentID eNetCallByCallStatYYYYMMDD.TelsetLoginID

Event Data eNetCallByCallStatYYYYMMDD.EventData

Source eNetCallByCallStatYYYYMMDD.Source

Destination eNetCallByCallStatYYYYMMDD.Destination

Historical Reporting and Data Dictionary 633


Standard reports Standard 1.0

634 Symposium Call Center Server


April 2004 Standard reports

Network Consolidated Application


Performance

Description
NCC option only. This report contains summarized application performance
statistics for all sites in the network. For each site, the report lists all
applications. For each application at a site, the report lists the number of
outgoing network calls that were answered, delayed, and abandoned. The report
contains a grand summary section that consolidates the results for all sites in the
network, and provides a roll-up summary for all call statistics.

This report can be particularly useful in determining the efficiency of your


network configuration.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

Views
 ApplicationStat

Historical Reporting and Data Dictionary 635


Standard reports Standard 1.0

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 icnetapp1.rpt
 dcnetapp1.rpt
 wcnetapp1.rpt
 mcnetapp1.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Network Out Call statistics


Report field View field/formula
Offered NetOutCalls
Answered NetOutCallsAnswered
Abandoned NetOutCallsAbandoned
Reaching Non-ISDN Trunks NetOutCallsReachNonISDN

636 Symposium Call Center Server


April 2004 Standard reports

Call Delay Time statistics


Report field View field/formula
Ans Delay NetOutCallsAnsweredDelay
Maximum Ans Delay MaxNetOutCallsAnsweredDelay
Average Ans Delay NetOutCallAnsweredDelay /
NetOutCallsAnswered
Aban Delay NetOutCallsAbandonedDelay
Time Before Network Out TimeBeforeNetOut
Time Before Reach Non-ISDN Trunks TimeBeforeReachNonISDN

NACD statistics
Report field View field/formula
Given NACD CallsGivenNACD
NACD Out CallsNACDOut
Time Before NACD Out TimeBeforeNACDOut

Summaries
The report provides totals for each site and application, and subtotals for each
day, week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval.

Historical Reporting and Data Dictionary 637


Standard reports Standard 1.0

638 Symposium Call Center Server


April 2004 Standard reports

Network Consolidated DNIS Statistics

Description
NCC option only. This report contains summarized DNIS statistics for all sites
in the network. For each site, the report lists all DNISs, and gives total calls
answered, total calls abandoned, the percentage of calls that abandoned after a
wait greater than or equal to the service level threshold defined for the DNIS,
and the total number of calls networked out. The report also contains a grand
summary section that consolidates the results for all sites in the network, and
provides a roll-up summary for all call statistics.

You can use this report to track network performance for a particular DNIS
number.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

Views
 DNISStat

Historical Reporting and Data Dictionary 639


Standard reports Standard 1.0

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 icnetres6.rpt
 dcnetres6.rpt
 wcnetres6.rpt
 mcnetres6.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Call total statistics


Report field View field/Formula
Offer’d CallsOffered
Ans CallsAnswered
Ans Aft Ans Thresh’d CallsAnsweredAftThreshold
Abn CallsAbandoned
Abn Aft Abn Thrsh’d CallsAbandonedAftThreshold

640 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula


% Service Level [{(CallsAnswered + CallsAbandoned)
– (CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} /
(CallsAnswered + CallsAbandoned)] x
100

Call Treatment statistics


Report field View field/Formula
Disconnect CallsGivenForceDisconnect
Overflow CallsGivenForceOverflow
Route CallsGivenRouteTo
Default CallsGivenDefault
IVR Transfer’d IVRTransferred
Given Busy CallsGivenBusy

Call Time statistics


Report field View field/Formula
Ans Delay CallsAnsweredDelay
Max Ans Delay MaxAnsweredDelay
Average Answered Delay CallsAnsweredDelay / CallsAnswered
Abn Delay CallsAbandonedDelay
Max Abn Delay MaxAbandonedDelay
Talk Time TalkTime

Historical Reporting and Data Dictionary 641


Standard reports Standard 1.0

Network Calls statistics


Report field View field/Formula
Network Out CallsNetworkedOut
NACD Out CallsNACDOut
Reaching Non-ISDN CallsReachNonISDN

Summaries
The report provides totals for each DNIS number, and subtotals for each day,
week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand summary for all DNIS numbers.

642 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 643


Standard reports Standard 1.0

Network Consolidated Incoming Calls

Description
NCC option only. This report contains incoming call statistics for all sites in the
network. It contains information about the number of network calls originating
at each site, that were offered, answered, and abandoned at your site. The report
provides statistics about the number of calls agents answered or abandoned after
the service level threshold and the delays experienced by calls. It also contains a
grand summary section that consolidates the results for all sites in the network,
and provides a roll-up summary for all call statistics.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator at
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

View
 NetworkInCallStat

644 Symposium Call Center Server


April 2004 Standard reports

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 icnet-10.rpt
 dcnet-10.rpt
 wcnet-10.rpt
 mcnet-10.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics
Report field View field/Formula
Offered CallsOffered
Answered CallsAnswered
Answered After Threshold CallsAnsweredAftThreshold
Abandoned/Terminated at Destination CallsOffered – CallsAnswered
Abandoned After Threshold CallsAbandonedAftThreshold

Historical Reporting and Data Dictionary 645


Standard reports Standard 1.0

Answer Delay Time statistics


Report field View field/Formula
Total Delay CallsAnsweredDelay
Max Delay MaxAnsweredDelay
Total at Dest CallsAnsweredDelayAtDest
Max at Dest MaxAnsweredDelayAtDest

Abandon Delay Time statistics


Report field View field/Formula
Total Delay CallsAbandonedDelay
Max Delay MaxAbandonedDelay
Total at Dest CallsAbandonedDelayAtDest
Max at Dest MaxAbandonedDelayAtDest

Summaries
The report provides totals for each source site, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval.

646 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 647


Standard reports Standard 1.0

Network Consolidated Outgoing Calls

Description
NCC option only. This report contains outgoing call statistics for all sites in the
network. It contains information about the number of outgoing network calls
offered, answered, and abandoned at the source and destination sites. The report
also contains a grand summary section that consolidates the results for all sites
in the network, and provides a roll-up summary for all call statistics.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

Views
 NetworkOutStat

Collection frequency
 interval
 daily
 weekly

648 Symposium Call Center Server


April 2004 Standard reports

 monthly

Template
 icnet-11.rpt
 dcnet-11.rpt
 wcnet-11.rpt
 mcnet-11.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics
Report field View field/Formula
Offered CallsOffered
Answered CallsAnswered
Abandoned CallsAbandoned

Summaries
The report provides totals for each source site, and subtotals for each destination
site. Statistics are further broken down by day, week, or month, depending on
the reporting period selected. For the interval reporting period, statistics are
further broken down by interval.

Historical Reporting and Data Dictionary 649


Standard reports Standard 1.0

650 Symposium Call Center Server


April 2004 Standard reports

Network Consolidated Route Performance

Description
NCC option only. This report contains route performance statistics for all sites in
the network. For each site, the report lists all routes, and indicates how often and
how long all trunks within the route were busy. The report displays the total
number of calls that were unable to reach another site because all trunks within
the route were busy. It also contains a grand summary section that consolidates
the results for all sites in the network, and provides a roll-up summary for all call
statistics.

Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

Views
 RouteStat

Historical Reporting and Data Dictionary 651


Standard reports Standard 1.0

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 icnetres2.rpt
 dcnetres2.rpt
 wcnetres2.rpt
 mcnetres2.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics
Report field View field/Formula
All Trunks Busy AllTrunksBusy
# Network Out Blocked by All Trunks CallsBlockedByAllTrunksBusy
Busy
# Network Out Reached Non-ISDN CallsReachNonISDN
Trunks
All Trunks Busy Time AllTrunksBusyTime
Avg All Trunks Busy Time AllTrunksBusyTime / AllTrunksBusy

652 Symposium Call Center Server


April 2004 Standard reports

Summaries
The report provides totals for each site, and subtotals for each route. Statistics
are further broken down by day, week, or month, depending on the reporting
period selected. For the interval reporting period, statistics are further broken
down by interval.

Historical Reporting and Data Dictionary 653


Standard reports Standard 1.0

654 Symposium Call Center Server


April 2004 Standard reports

Network Consolidated Skillset Call


Distribution

Description
NCC option only; only available in Symposium Web Client. This report contains
skillset call distribution statistics for all sites in the network. For each skillset,
the report lists the total local and incoming network calls answered by agents at
each site, the percentage of calls agents answered that were local and incoming
network calls, and the average delay a caller experienced. The report contains a
skillset summary that consolidates the results for all sites for each skillset, and a
grand summary section that consolidates the results for all sites in the network
and provides a roll-up summary for all call statistics.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m. local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

Views
 SkillsetStat

Historical Reporting and Data Dictionary 655


Standard reports Standard 1.0

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 icnet_cd-12.rpt
 dcnet_cd-12.rpt
 wcnet_cd-12.rpt
 mcnet_cd-12.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Skillset Call statistics


Report field View field/Formula
Answered CallsAnswered
Local CallsAnswered - NetCallsAnswered
Remote NetCallsAnswered
%Ans Local ((CallsAnswered - NetCallsAnswered)
/ CallsAnswered) X 100
%Ans Remote (NetCallsAnswered / CallsAnswered)
* 100

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April 2004 Standard reports

Skillset Call Delay statistics


Report field View field/Formula
Average Ans Delay CallsAnsweredDelay / CallsAnswered

Summaries
The report provides totals for each skillset, and subtotals for each site. Statistics
are further broken down by day, week, or month, depending on the reporting
period selected. For the interval reporting period, statistics are further broken
down by interval.

Historical Reporting and Data Dictionary 657


Standard reports Standard 1.0

658 Symposium Call Center Server


April 2004 Standard reports

Network Consolidated Skillset Performance

Description
NCC option only. This report contains skillset performance statistics for all sites
in the network. For each site, the report lists the total local and incoming
network calls answered by agents for the skillset, the number and percentage of
calls agents answered after a predefined threshold, the maximum delay a caller
experienced, and the total time all agents were busy servicing calls to the
skillset. The report also contains a grand summary section that consolidates the
results for all sites in the network, and provides a roll-up summary for all call
statistics.

Time zone conversion


When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.

If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m. local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.

Historical Reporting and Data Dictionary 659


Standard reports Standard 1.0

Service level thresholds


Skillset service level thresholds are defined at each site. To ensure that
comparisons between sites are valid, use the same value for service level
threshold at every site. For example, Toronto defines the service level threshold
for a skillset as 20 seconds. Boston defines the threshold as 25 seconds. At
Toronto, the percentage of calls answered after the threshold is 25. At Boston, it
is 20. The statistic appears to indicate that callers to Toronto are waiting longer
than callers to Boston, but this may not be true.

Views
 SkillsetStat

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 icnet-12.rpt
 dcnet-12.rpt
 wcnet-12.rpt
 mcnet-12.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

660 Symposium Call Center Server


April 2004 Standard reports

Skillset Call statistics


Report field View field/Formula
Answered CallsAnswered
Network In Answered NetCallsAnswered
% Answered Aft Threshold CallsAnsweredAfterThreshold /
CallsAnswered X 100
Answered Aft Threshold CallsAnsweredAfterThreshold

Skillset Call Delay statistics


Report field View field/Formula
Total CallsAnsweredDelay
Max MaxAnsweredDelay
Avg CallsAnsweredDelay / CallsAnswered

Skillset Call Delay statistics


Report field View field/Formula
All Agt Busy Time AllAgentBusyTime
All Agent Staffed Time TotalStaffedTime
Skillset Active Time ActiveTime
Avg No of Agts TotalStaffedTime / ActiveTime

Summaries
The report provides totals for each site, and subtotals for each skillset and site-
application combination. Statistics are further broken down by day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval.

Historical Reporting and Data Dictionary 661


Standard reports Standard 1.0

662 Symposium Call Center Server


April 2004 Standard reports

Network Site and Application Properties

Description
NCC option only. The Network Sites report lists each site in the network and, for
each one, shows its properties.

Note: User-defined reports using this standard report as a template cannot be


scheduled.

View
 NCCSite
 NCCRemoteApplication

Template
 config38.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Site properties
Report field View field/Formula
Site Name NCCSite.SiteName
Filter Timer NCCSite.OutOfServiceTimer
Time Relative to GMT NCCSite.RelativeGMT
Contact Person NCCSite.ContactPerson

Historical Reporting and Data Dictionary 663


Standard reports Standard 1.0

Report field View field/Formula


Contact Phone Number NCCSite.ContactNumber

Application properties
Report field View field/formula
Application NCCRemoteApplication.Name
Service Level Threshold NCCRemoteApplication.ServiceLevel
Threshold
Call By Call NCCRemoteApplication.CallByCall

Grouping
Applications are grouped by site.

664 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 665


Standard reports Standard 1.0

Network Skillset Routing Properties

Description
NCC option only. The Network Skillset Properties report lists all the network
skillsets and indicates the routing table method being utilized for the network
skillset.

A routing table defines how calls are queued to the sites on the network. Each
site has a routing table for each network skillset at that site. When you create a
network skillset, you choose the routing table type for that skillset. Two types of
routing tables are available.

Note: User-defined reports using this standard report as a template cannot be


scheduled.

Round robin
The server queues the first call to the first, second, and third site in the routing
table for the network skillset. When an agent becomes available at one of these
sites, the server reserves the agent, and the call is presented to the agent.

When the second call arrives, the server queues it to the second, third, and fourth
site in the routing table. When the third call arrives, the server queues it to the
third, fourth, and fifth site—and so on.

This type of routing table distributes calls most evenly among the sites.

Sequential
Whenever a call arrives, the server queues it to the first three sites in the routing
table. When an agent becomes available at one of these sites, the server reserves
the agent, and the call is presented to the agent.

This type of routing table minimizes the number of trunks used to network calls.

Views
 NCCNetworkSkillset
 NCCRanking

666 Symposium Call Center Server


April 2004 Standard reports

Template
 config26.rpt

Filters
 source site name
 network skillset name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Field descriptions
Report field View field/Formula
Source Site NCCRanking.SourceSiteName
Network Skillset Name NCCRanking.NetworkSkillsetName
Routing Method NCCNetworkSkillset.UseRoundRobin
Rank NCCRanking.Rank
Destination Site Name NCCRanking.Rank.DestSiteName

Grouping
Network skillsets are grouped by source site.

Historical Reporting and Data Dictionary 667


Standard reports Standard 1.0

668 Symposium Call Center Server


April 2004 Standard reports

Network Table Routing Assignments

Description
NCC option only. The Network Table Routing Assignments report provides a
listing of the network control center (NCC) table routing assignments. For each
assignment, the report provides status, source site, comments, and the routing
table.

Views
 NCCNetworkSkillset
 NetworkRankingAssignment

Template
 config25.rpt

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Field descriptions
Report field View field/Formula
Status NetworkRankingAssignment.Status
Source Site Name NetworkRankingAssignment.SrcSiteName

Comment NetworkRankingAssignment.Comment

Network Skillset NetworkRankingAssignment.Network


SkillsetName

Historical Reporting and Data Dictionary 669


Standard reports Standard 1.0

Report field View field/Formula


Routing Method NCCNetworkSkillset.UseRoundRobin
Rank NetworkRankingAssignment.Rank
Destination Site Name NetworkRankingAssignment.DestSite
Name

670 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 671


Standard reports Standard 1.0

Nodal Consolidated Application Delay Before


Abandon

Description
NCC option only. This report is similar to the Application Delay Before
Abandon report, but it contains statistics for all applications in the network.
Application statistics are consolidated across all sites.

This report helps you to gauge service quality by determining how many callers
disconnect (abandon) before reaching an agent. The spectrum shows how long
callers typically wait before abandoning, whether they abandoned before or after
the service level threshold for the application, and the percentage of calls that
abandoned.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Template
 inodapp5.rpt
 dnodapp5.rpt
 wnodapp5.rpt
 mnodapp5.rpt

Filters
 application name

672 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Abandon delay spectrum


The report contains a histogram showing the number of calls abandoned after
delays of times divided into 2-second increments. The statistics for the
histogram are taken from the AbdDelay view fields.

Statistics
Report field View field/Formula
Offered CallsOffered
Answered CallsAnswered
Abandoned CallsAbandoned
% Abandoned CallsAbandoned / CallsOffered X 100
Abandoned After Threshold CallsAbandonedAftThreshold
Abandon Delay CallsAbandonedDelay
Maximum Abandon Delay MaxCallsAbandonedDelay
Average Abandon Delay CallsAbandonedDelay /
CallsAbandoned

Summaries
The report provides totals for each site, and subtotals for each application.
Statistics are further broken down by day, week, or month, depending on the
reporting period selected. For the interval reporting period, statistics are further
broken down by interval.

Historical Reporting and Data Dictionary 673


Standard reports Standard 1.0

674 Symposium Call Center Server


April 2004 Standard reports

Nodal Consolidated Application Delay Before


Answer

Description
NCC option only. This report is similar to the Application Delay Before Answer
report, but it contains statistics for all applications in the network. Application
statistics are consolidated across all sites.

This report helps you to gauge service quality by determining how long callers
wait before connecting to an agent. The report also indicates whether the delay
occurred after the skillset received the call.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Template
This report uses the following templates:
 inodapp3.rpt
 dnodapp3.rpt
 wnodapp3.rpt
 mnodapp3.rpt

Filters
 application name

Historical Reporting and Data Dictionary 675


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Answer delay spectrum


The report contains a histogram showing the number of calls answered after
delays of times divided into 2-second increments. The statistics for the
histogram are taken from the AnsDelay view fields.

Statistics
Report field View field/Formula
Offered CallsOffered
Answered CallsAnswered
Answer Delay CallsAnsweredDelay
Delay at Skillset CallsAnsweredDelayAtSkillset
Answered After Threshold CallsAnsweredAftThreshold
Maximum Answer Delay MaxCallsAnsDelay
Maximum Delay at Skillset MaxCallsDelayAtSkillset
Average Answer Delay CallsAnsweredDelay / CallsAnswered

Summaries
The report provides totals for each site, and subtotals for each application.
Statistics are further broken down by day, week, or month, depending on the
reporting period selected. For the interval reporting period, statistics are further
broken down by interval.

676 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 677


Standard reports Standard 1.0

Nodal Consolidated Application Performance

Description
NCC option only. This report is similar to the Application Performance report,
but it contains statistics for all applications in the network. Application statistics
are consolidated across all sites. For each application, the report gives an
overview of calls answered, delayed, and abandoned. It can be particularly
useful in determining the efficiency of your network configuration.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Template
This report uses the following templates:
 inodapp1.rpt
 dnodapp1.rpt
 wnodapp1.rpt
 mnodapp1.rpt

Filters
 application name

678 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics
Report field View field/Formula
Avg Ans Delay CallsAnsweredDelay / CallsAnswered
Offered CallsOffered
Answered CallsAnswered
Answer Delay CallsAnsweredDelay
Max Ans Delay MaxCallsAnsDelay
Ans After Threshold CallsAnsweredAftThreshold
Abandoned CallsAbandoned
Max Abn Delay MaxCallsAbandonedDelay
Aban After Threshold CallsAbandonedAftThreshold
Ans Day At Skillset CallsAnsweredDelayAtSkillset
% Service Level [{(CallsAnswered + CallsAbandoned)
– (CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} /
(CallsAnswered + CallsAbandoned)] x
100

Historical Reporting and Data Dictionary 679


Standard reports Standard 1.0

Summaries
The report provides totals for each site, and subtotals for each application.
Statistics are further broken down by day, week, or month, depending on the
reporting period selected. For the interval reporting period, statistics are further
broken down by interval.

680 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 681


Standard reports Standard 1.0

682 Symposium Call Center Server


April 2004 Standard reports

Section H: Network reports

In this section
Overview of network reports 684
Crosstab - Network Incoming Calls 685
Crosstab - Network Outgoing Calls 688
Network Application Performance 691
Network DNIS Statistics 695
Network Incoming Calls 699
Network Outgoing Calls 703
Network Route Performance 706
Network Skillset Performance 709

Historical Reporting and Data Dictionary 683


Standard reports Standard 1.0

Overview of network reports

Introduction
This section lists the networking reports that you can generate when logged on
to a server on the network. In some cases, these reports are similar to non-
network reports, but they use a different view or contain additional fields.

684 Symposium Call Center Server


April 2004 Standard reports

Crosstab - Network Incoming Calls

Description
The Crosstab - Network Incoming Calls report provides you with an at-a-glance
view of inbound call activity (calls offered, calls answered, and calls abandoned)
for several days. You can use this report to compare network activity for the
same reporting period on different days.

Views
 iNetInCallStat

Collection frequency
 interval

Templates
 icross_net_in_calls.rpt

Filter
 source site name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 685


Standard reports Standard 1.0

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each source site for each interval, as well as daily
totals for the source site.

686 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 687


Standard reports Standard 1.0

Crosstab - Network Outgoing Calls

Description
The Crosstab - Network Outgoing Calls report provides you with an at-a-glance
view of outbound call activity (calls offered, calls answered, and calls
abandoned) for several days. You can use this report to compare network
activity for the same reporting period on different days.

Views
 iNetOutCallStat

Collection frequency
 interval

Templates
 icross_net_out_calls.rpt

Filter
 destination site name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

688 Symposium Call Center Server


April 2004 Standard reports

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each destination site for each interval, as well as
daily totals for the destination site.

Historical Reporting and Data Dictionary 689


Standard reports Standard 1.0

690 Symposium Call Center Server


April 2004 Standard reports

Network Application Performance

Description
NSBR option only. The Network Application Performance report provides
summarized performance information for application calls that entered your
local site and were routed to a remote site.

For each application, the report provides information about the number of
outgoing network calls that were answered, delayed, and abandoned. It can be
particularly useful in determining the efficiency of your network configuration.

Views
 ApplicationStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 inetapp1.rpt
 dnetapp1.rpt
 wnetapp1.rpt
 mnetapp1.rpt

Filter
 application name

Historical Reporting and Data Dictionary 691


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Network Out Call statistics

Report field View field/Formula

Offer’d NetOutCalls

Ans NetOutCallsAnswered

Aban NetOutCallsAbandoned

Reach Non-ISDN Trunks NetOutCallsReachNonISDN

Call Delay Time statistics

Report field View field/Formula

Ans Delay NetOutCallsAnsweredDelay

Maximum Ans Delay MaxNetOutCallsAnsweredDelay

Average Ans Delay NetOutCallAnsweredDelay /


NetOutCallsAnswered

Aban Delay NetOutCallsAbandonedDelay

Time Before Network Out TimeBeforeNetOut

Time Before Reach non- TimeBeforeReachNonISDK


ISDN Trunks

692 Symposium Call Center Server


April 2004 Standard reports

NACD Call statistics

Report field View field/Formula

Given NACD CallsGivenNACD

NACD Out CallsNACDOut

Time Before NACD Out TimeBeforeNACDOut

Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.

Historical Reporting and Data Dictionary 693


Standard reports Standard 1.0

694 Symposium Call Center Server


April 2004 Standard reports

Network DNIS Statistics

Description
NSBR option only. The Network DNIS Statistics report lists the total call
volume to each Dialed Number Identification Service (DNIS) number. The
report lists the total calls answered, total calls abandoned, the percentage of calls
that abandoned after the service level threshold defined for the DNIS, and the
total number of calls networked out.

You can use this report to track network performance for a particular DNIS
number.

Views
 DNISStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 inetres6.rpt
 dnetres6.rpt
 wnetres6.rpt
 mnetres6.rpt

Filters
 DNIS number
 DNIS name

Historical Reporting and Data Dictionary 695


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Offer’d CallsOffered

Ans CallsAnswered

Ans Aft Thresh’d CallsAnsweredAftThreshold

Abn CallsAbandoned

Abn Aft Thresh’d CallsAbandonedAftThreshold

% Service Level [{(CallsAnswered + CallsAbandoned) –


(CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} / (CallsAnswered
+ CallsAbandoned)] x 100

Disconnect CallsGivenForceDisconnect

Overflow CallsGivenForceOverflow

Route CallsGivenRouteTo

Default CallsGivenDefault

IVR Transf’d IVRTransferred

Given Busy CallsGivenForceBusy

Ans Delay CallsAnsweredDelay

Max Ans Delay MaxAnsweredDelay

696 Symposium Call Center Server


April 2004 Standard reports

Report field View field/Formula

Avg Ans Delay CallsAnsweredDelay / CallsAnswered

Abn Delay CallsAbandonedDelay

Max Abn Delay MaxAbandonedDelay

Talk Time TalkTime

Network Out CallsNetworkedOut

NACD Out CallsNACDOut

Reaching Non-ISDN CallsReachNonISDN

Summaries
The report provides totals for each DNIS, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all DNISs.

Historical Reporting and Data Dictionary 697


Standard reports Standard 1.0

698 Symposium Call Center Server


April 2004 Standard reports

Network Incoming Calls

Description
NSBR option only. The Network Incoming Calls report provides statistics about
incoming network calls for your site. It contains information about the number
of incoming network calls offered, answered, and abandoned at your site. It also
provides statistics about the number of calls agents answered or abandoned after
the service level threshold and the delays experienced by calls.

Views
 NetworkInCallStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 inet-10.rpt
 dnet-10.rpt
 wnet-10.rpt
 mnet-10.rpt

Filter
 source site name

Historical Reporting and Data Dictionary 699


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Network In Call statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Answered After Threshold CallsAnsweredAftThreshold

Abandoned / Terminated at CallsAbandoned


Dest

Abandoned After CallsAbandonedAftThreshold


Threshold

Answer Delay statistics

Report field View field/Formula

Answer Delay CallsAnsweredDelay

Max Delay MaxAnsweredDelay

Total At Dest CallsAnsweredDelayAtDest

Max At Dest MaxAnsweredDelayAtDest

700 Symposium Call Center Server


April 2004 Standard reports

Abandon Delay statistics

Report field View field/Formula

Total Delay CallsAbandonedDelay

Max Delay MaxAbandonedDelay

Total At Dest CallsAbandonedDelayAtDest

Max At Dest MaxAbandonedDelayAtDest

Summaries
The report provides totals for each source site, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all destination sites.

Historical Reporting and Data Dictionary 701


Standard reports Standard 1.0

702 Symposium Call Center Server


April 2004 Standard reports

Network Outgoing Calls

Description
NSBR option only. The Network Outgoing Calls report provides statistics about
outgoing network calls for your site. It contains information about the number of
outgoing network calls offered, answered, and abandoned at the source and
destination sites.

Views
 NetworkOutStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 inet-11.rpt
 dnet-11.rpt
 wnet-11.rpt
 mnet-11.rpt

Filter
 destination site name

Historical Reporting and Data Dictionary 703


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each destination site, and subtotals for each day,
week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval and application.
The report also contains a grand total for all destination sites.

704 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 705


Standard reports Standard 1.0

Network Route Performance

Description
NSBR option only. The Network Route Performance report shows summarized
performance information grouped by route. The report indicates how often and
how long all trunks within the route were busy. It also displays the total number
of calls that were unable to reach another site because all of the trunks within the
route were busy.

Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.

Views
 RouteStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 inetres2.rpt
 dnetres2.rpt
 wnetres2.rpt
 mnetres2.rpt

Filters
 route number
 route name

706 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Call statistics

Report field View field/Formula

All Trunks Busy AllTrunksBusy

# Network Out Blocked by CallsBlockedByAllTrunksBusy


All Trunks Busy

# Network Out Reached CallsReachNonISDN


Non-ISDN Trunks

Call Time statistics

Report field View field/Formula

All Trunks Busy AllTrunksBusyTime

Average All Trunks Busy AllTrunksBusyTime / AllTrunksBusy

Summaries
The report provides totals for each route, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all routes.

Historical Reporting and Data Dictionary 707


Standard reports Standard 1.0

708 Symposium Call Center Server


April 2004 Standard reports

Network Skillset Performance

Description
NSBR option only. The Network Skillset Performance report provides
summarized call handling performance information for each skillset defined on
your system. The report lists the total local and incoming network calls
answered by agents for the skillset, the number and percentage of calls agents
answered after the service level threshold, the maximum delay a caller
experienced, and the total time all agents were busy servicing calls to the
skillset.

By indicating the volume of calls and the delay times callers experienced, along
with the amount of time agents were busy servicing calls to the skillset, the
report indicates whether the skillset has the number of agents required to service
callers. If a particular skillset is not performing well, you may need to consult
the agent reports.

Views
 SkillsetStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 inet-12.rpt
 dnet-12.rpt
 wnet-12.rpt
 mnet-12.rpt

Historical Reporting and Data Dictionary 709


Standard reports Standard 1.0

Filter
 skillset name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Skillset Call statistics

Report field View field/Formula

Total Answered CallsAnswered

Answered Aft Threshold CallsAnsweredAftThreshold

Percent Answered Aft CallsAnsweredAfterThreshold / CallsAnswered x


Threshold 100

Network In Answered NetCallsAnswered

Answer Delay statistics

Report field View field/Formula

Total Answer Delay CallsAnsweredDelay

Average Answer Delay CallsAnsweredDelay / CallsAnswered

Maximum Answer Delay MaxAnsweredDelay

710 Symposium Call Center Server


April 2004 Standard reports

Agent statistics

Report field View field/Formula

All Agent Busy Time AllAgentBusyTime

All Agent Staffed Time TotalStaffedTime

Skillset Active Time ActiveTime

Avg No Of Agts TotalStaffedTime / ActiveTime

Summaries
The report provides totals for each skillset, and for each application/site
combination. Statistics are further broken down by day, week, or month,
depending on the reporting period selected. For the interval reporting period,
statistics are further broken down by interval. The report also contains a grand
total for all skillsets.

Historical Reporting and Data Dictionary 711


Standard reports Standard 1.0

712 Symposium Call Center Server


April 2004 Standard reports

Section I: Resource reports

In this section
CDN Statistics 714
Crosstab - CDN Statistics 718
Crosstab - DNIS Statistics 721
Crosstab - Route Performance 724
Crosstab - Trunk Performance 727
DNIS Statistics 730
Music/RAN Route Statistics 735
Route Performance 738
Trunk Performance 741

Historical Reporting and Data Dictionary 713


Standard reports Standard 1.0

CDN Statistics

Description
The CDN Statistics report details summarized call volume information for the
CDNs configured on the server. The report displays the total number of calls
offered to the CDN and the total number of calls answered. The report also
provides terminated and abandoned call information.

Definition: CDN
A Controlled Directory Number (CDN) is a number configured in the switch as
the entry point for calls into Symposium Call Center Server. You can configure
multiple CDNs in the switch and associate them with the Master script of
Symposium Call Center Server.

Views
 CDNStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-res7.rpt
 dm-res7.rpt
 wm-res7.rpt
 mm-res7.rpt

714 Symposium Call Center Server


April 2004 Standard reports

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Filters
 CDN
 CDN name

Statistics
CDN Statistics reports contain the following statistics:

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Terminated CallsTerminated

Percent Terminated CallsTerminated / CallsOffered x 100

Abandoned CallsAbandoned

Percent Abandoned CallsAbandoned / CallsOffered x 100

IVR Calls with Data CallsWithDigitsCollected


(DMS/MSL-100)

Summaries
The report provides totals for each CDN, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all CDNs.

Historical Reporting and Data Dictionary 715


Standard reports Standard 1.0

Meridian 1/Succession 1000 report

716 Symposium Call Center Server


April 2004 Standard reports

DMS/MSL-100 report

Historical Reporting and Data Dictionary 717


Standard reports Standard 1.0

Crosstab - CDN Statistics

Description
The Crosstab - CDN Statistics report provides you with an at-a-glance view of
CDN statistics (calls offered, calls answered, calls terminated, and calls
abandoned) for several days. You can use this report to compare CDN statistics
for the same reporting period on different days.

Views
 iCDNStat

Collection frequency
 interval

Templates
 icross_CDN.rpt

Filter
 CDN
 CDN name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

718 Symposium Call Center Server


April 2004 Standard reports

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Terminated CallsTerminated

Abandoned CallsAbandoned

Summaries
The report provides totals for each CDN for each interval, as well as daily totals
for the CDN.

Historical Reporting and Data Dictionary 719


Standard reports Standard 1.0

720 Symposium Call Center Server


April 2004 Standard reports

Crosstab - DNIS Statistics

Description
The Crosstab - DNIS Statistics report provides you with an at-a-glance view of
DNIS statistics (calls offered, calls answered, and calls abandoned) for several
days. You can use this report to compare DNIS statistics for the same reporting
period on different days.

Views
 iDNISStat

Collection frequency
 interval

Templates
 icross_DNIS.rpt

Filter
 DNIS
 DNIS name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 721


Standard reports Standard 1.0

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each DNIS for each interval, as well as daily totals
for the DNIS.

722 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 723


Standard reports Standard 1.0

Crosstab - Route Performance

Description
Meridian 1/Succession 1000 switch only. The Crosstab - Route Performance
report provides you with an at-a-glance view of route performance (all trunks
busy and number of calls blocked by all trunks busy) for several days. You can
use this report to compare route performance for the same reporting period on
different days.

Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.

Views
 iRouteStat

Collection frequency
 interval

Templates
 icross_route.rpt

Filter
 route ID
 route name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

724 Symposium Call Center Server


April 2004 Standard reports

Statistics

Report field View field/Formula

All Trunks Busy AllTrunksBusy

Calls Blocked By All CallsBlockedByAllTrunksBusy


Trunks Busy

Summaries
The report provides totals for each route for each interval, as well as daily totals
for the route.

Historical Reporting and Data Dictionary 725


Standard reports Standard 1.0

726 Symposium Call Center Server


April 2004 Standard reports

Crosstab - Trunk Performance

Description
Meridian 1/Succession 1000 switch only. The Crosstab - Trunk Performance
report provides you with an at-a-glance view of trunk performance (calls
offered, answered, and abandoned) for several days. You can use this report to
compare trunk performance for the same reporting period on different days.

Views
 iTrunkStat

Collection frequency
 interval

Templates
 icross_trunk.rpt

Filter
 trunk ID

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Historical Reporting and Data Dictionary 727


Standard reports Standard 1.0

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each trunk for each interval, as well as daily totals
for the trunk.

728 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 729


Standard reports Standard 1.0

DNIS Statistics

Description
The DNIS Statistics report summarizes the total call volume to each DNIS
number. The DNIS Statistics report lists the total calls answered, total caller wait
time, total calls abandoned, and the percentage of calls that abandoned after a
wait greater than or equal to the service level threshold defined for the DNIS.

You can use this report to track call handling performance on products or
services associated with a particular DNIS number.

Definition: DNIS
Dialed Number Identification Service (DNIS) allows you to identify the dialed
number for calls coming into the call center. Typically, DNIS numbers are used
for 1-800 numbers. For example, a company may give customers different
1-800 numbers for sales and customer service calls.

Views
 DNISStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-res6.rpt
 dm-res6.rpt
 wm-res6.rpt
 mm-res6.rpt

730 Symposium Call Center Server


April 2004 Standard reports

Filters
 DNIS
 DNIS name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Offer’d CallsOffered

Answer’d CallsAnswered

Answer Delay CallsAnsweredDelay

Max Ans Delay MaxAnsweredDelay

Avg Ans Delay CallsAnsweredDelay / CallsAnswered

Ans After Threshold CallsAnsweredAftThreshold

Disconnected CallsGivenForceDisconnect

Overflowed CallsGivenForceOverflow

Routed CallsGivenRouteTo

NACD Out (Meridian 1) CallsNACDOut

IVR Transferred IVRTransferred


(Meridian 1)

Default’d CallsGivenDefault

Historical Reporting and Data Dictionary 731


Standard reports Standard 1.0

Report field View field/Formula

Given Busy CallsGivenForceBusy

Aban’d CallsAbandoned

Aband Delay CallsAbandonedDelay

Max Abn Delay MaxAbandonedDelay

Aban After Thresh CallsAbandonedAftThreshold

% Service Level [{(CallsAnswered + CallsAbandoned) –


(CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} / (CallsAnswered
+ CallsAbandoned)] x 100

Talk Time TalkTime

Summaries
The report provides totals for each DNIS number, and subtotals for each day,
week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand total for all DNIS numbers.

732 Symposium Call Center Server


April 2004 Standard reports

Meridian 1/Succession 1000 report

Historical Reporting and Data Dictionary 733


Standard reports Standard 1.0

DMS/MSL-100 report

734 Symposium Call Center Server


April 2004 Standard reports

Music/RAN Route Statistics

Description
The Music/RAN Route Statistics report shows information about music and
recorded announcement (RAN) routes. For each route, the report provides the
number of route accesses and the route access time.

This report can help you pinpoint any routes that may be overloaded.

Views
 RANMusicRouteStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-res8.rpt
 dm-res8.rpt
 wm-res8.rpt
 mm-res8.rpt

Filters
 route ID
 route name

Historical Reporting and Data Dictionary 735


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Route Access RouteAccess

Route Access Time RouteAccessTime

Summaries
The report provides totals for each music and RAN route, and subtotals for each
day, week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand total for all music and RAN routes.

736 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 737


Standard reports Standard 1.0

Route Performance

Description
Meridian 1/Succession 1000 switch only. The Route Performance report shows
summarized performance information grouped by route. The report describes
the performance of the route as a whole, in contrast to the Trunk Performance
report, which tracks and displays individual trunk performance.

The Route Performance report indicates how often and how long all trunks
within the route were busy.

Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.

Definition: Route
A route is a group of trunks with similar characteristics.

Example
A call center may direct two routes to each of its call center skillsets, depending
on the demographics of a particular customer area. Each route is configured with
multiple trunks.

Views
 RouteStat

Collection frequency
 interval
 daily
 weekly
 monthly

738 Symposium Call Center Server


April 2004 Standard reports

Templates
 im-res2.rpt
 dm-res2.rpt
 wm-res2.rpt
 mm-res2.rpt

Filters
 route ID
 route name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

All Trunks Busy AllTrunksBusy

All Trunks Busy Time AllTrunksBusyTime

Calls Blocked By All CallsBlockedByAllTrunksBusy


Trunks Busy

Summaries
The report provides totals for each route, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all routes.

Historical Reporting and Data Dictionary 739


Standard reports Standard 1.0

740 Symposium Call Center Server


April 2004 Standard reports

Trunk Performance

Description
Meridian 1/Succession 1000 switch only. The Trunk Performance report shows
summarized performance information grouped by trunk.

The Trunk Performance report helps you understand call center traffic patterns.
The report lists the total call volume by individual trunk, including total calls
abandoned, answered, and offered.

To further evaluate trunk and call center performance, the Trunk Performance
report also shows the amount of time callers waited for an answer and the
amount of time callers waited before abandoning their call.

If specific trunks are underused or consistently backlogged, you can take action
to make these call center resources more efficient.

Views
 TrunkStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 im-res1.rpt
 dm-res1.rpt
 wm-res1.rpt
 mm-res1.rpt

Historical Reporting and Data Dictionary 741


Standard reports Standard 1.0

Filter
 trunk ID

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Average Utilization per Occupancy Time / number of reporting periods


reporting period (interval,
day, week, or month)

Usage Time OccupancyTime

Answer Delay CallsAnsweredDelay

Abandon Delay CallsAbandonedDelay

Offered CallsOffered

Answered CallsAnswered

Abandoned CallsAbandoned

Summaries
The report provides totals for each trunk, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all trunks.

742 Symposium Call Center Server


April 2004 Standard reports

Historical Reporting and Data Dictionary 743


Standard reports Standard 1.0

744 Symposium Call Center Server


April 2004 Standard reports

Section J: Skillset reports

In this section
Crosstab - Skillset Performance 746
Skillset By Application 749
Skillset Performance 753

Historical Reporting and Data Dictionary 745


Standard reports Standard 1.0

Crosstab - Skillset Performance

Description
The Crosstab - Skillset Performance report provides you with an at-a-glance
view of skillset performance (calls offered, calls answered, network calls
answered, and skillset calls abandoned) for several days. You can use this report
to compare skillset performance for the same reporting period on different days.

Views
 iSkillsetStat

Collection frequency
 interval

Templates
 icross_skillset.rpt

Filter
 skillset name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

746 Symposium Call Center Server


April 2004 Standard reports

Statistics

Report field View field/Formula

Offered CallsOffered

Answered CallsAnswered

Network Answered NetCallsAnswered

Abandoned SkillsetAbandoned

Summaries
The report provides totals for each skillset for each interval, as well as daily
totals for the skillset.

Historical Reporting and Data Dictionary 747


Standard reports Standard 1.0

748 Symposium Call Center Server


April 2004 Standard reports

Skillset By Application

Description
The Skillset By Application report shows summarized skillset statistics for each
application under review. The report provides statistics such as the total number
of calls answered for a skillset, number of calls answered after the service level
threshold for the skillset, all agent staffed time, and average number of agents.

Views
 SkillsetStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 imskill4.rpt
 dmskill4.rpt
 wmskill4.rpt
 mmskill4.rpt

Filter
 skillset name

Historical Reporting and Data Dictionary 749


Standard reports Standard 1.0

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Skillset Answered CallsAnswered

Skillset Answered After CallsAnsweredAfterThreshold


Thresh

% Ansd After Thresh CallsAnsweredAfterThreshold / CallsAnswered x


100

Answer Delay CallsAnsweredDelay

Average Answer Delay CallsAnsweredDelay / CallsAnswered

Maximum Answer Delay MaxAnsweredDelay

All Agent Busy Time AllAgentBusyTime

Avg All Agent Busy Time AllAgentBusyTime / (Number of intervals x 0.25)


Per Hour

All Agent Staffed Time TotalStaffedTime

Skillset Active Time ActiveTime

Avg No of Agents TotalStaffedTime / ActiveTime

750 Symposium Call Center Server


April 2004 Standard reports

Summaries
The report provides totals for each application, and subtotals for each skillset.
For each skillset, statistics are further broken down by day, week, or month
(depending on the reporting period selected). For the interval reporting period,
statistics are further broken down by interval, and within each interval, by
skillset. The report also contains a grand total for all applications.

Historical Reporting and Data Dictionary 751


Standard reports Standard 1.0

752 Symposium Call Center Server


April 2004 Standard reports

Skillset Performance

Description
The Skillset Performance report provides summarized call handling
performance information for each skillset defined on your system. The report
lists the total calls answered by agents for the skillset, the number and
percentage of calls agents answered after a predefined service level threshold,
the maximum delay a caller experienced, and the total time all agents were busy
servicing calls to the skillset.

By indicating the volume of calls and the delay times callers experienced, along
with the amount of time agents were busy servicing calls to the skillset, the
report indicates whether the skillset has the number of agents required to service
callers. If a particular skillset is not performing well, consult the agent reports.

Views
 SkillsetStat

Collection frequency
 interval
 daily
 weekly
 monthly

Templates
 imskill1.rpt
 dmskill1.rpt
 wmskill1.rpt
 mmskill1.rpt

Historical Reporting and Data Dictionary 753


Standard reports Standard 1.0

Filter
 skillset name

Rights required

Function Minimum access level

Reports Create and run any report

Reports—Other Create and run any report

Statistics

Report field View field/Formula

Skillset Answered CallsAnswered

Skillset Answered After CallsAnsweredAfterThreshold


Thresh

% Ansd After Thresh CallsAnsweredAfterThreshold / CallsAnswered x


100

Answer Delay CallsAnsweredDelay

Average Answer Delay CallsAnsweredDelay / CallsAnswered

Maximum Answer Delay MaxAnsweredDelay

All Agent Busy Time AllAgentBusyTime

Avg All Agent Busy Time AllAgentBusyTime / (Number of intervals x 0.25)


Per Hour

All Agent Staffed Time TotalStaffedTime

Skillset Active Time ActiveTime

Avg No of Agents TotalStaffedTime / ActiveTime

754 Symposium Call Center Server


April 2004 Standard reports

Summaries
The report provides totals for each skillset, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all skillsets.

Historical Reporting and Data Dictionary 755


Standard reports Standard 1.0

756 Symposium Call Center Server


Appendix B

Pegging examples

In this appendix
Local call pegging 744
Network call pegging 747

Historical Reporting and Data Dictionary 743


Pegging examples Standard 1.0

Local call pegging

Introduction
This section provides a typical example of how local calls are pegged.

Scenario
Call arrives 09:00:00

Call is given IVR treatment 09:00:02

Call is handed over to 09:00:02


Booking_Script application

Call is queued to Bookings skillset 09:00:03

Call is presented to Donna Royce 09:00:10

Call is answered by Donna Royce 09:00:15

Call is conferenced to a Brandon 09:00:25


Woo’s DN

Caller disconnects 09:00:35

Brandon Woo releases call 09:00:38


Donna Royce releases call

In this scenario, the agent’s call presentation class is configured for a break
(variable wrap) of 30 seconds after each call.

744 Symposium Call Center Server


April 2004 Pegging examples

Pegging

AgentPerformanceStat view: Donna Royce

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

CallsAnswered 1

CDNCallsConferencedToDN 1

ConsultationTime 3
(Meridian 1/Succession 1000 switch)

TalkTime 23

BreakTime/VariableWrapTime 30

ApplicationStat view: Master_Script

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

CallsGivenIVR 1

ApplicationStat view: Booking_Script

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

CallsAnswered 1

CallsAnsweredDelay 15 seconds

Historical Reporting and Data Dictionary 745


Pegging examples Standard 1.0

Field Pegging

AnsDelay16 1

CallsAnsweredDelayAtSkillset 12 seconds

CallsConferencedOut 1

TimeBeforeInterflow 2 seconds

CDNStat view

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

CallsAnswered 1

SkillsetStat view: Bookings

Field Pegging

Interval 9:00 – 9:15

Application Booking_Script

CallsOffered 1

CallsAnswered 1

CallsAnsweredDelay 12 seconds

BreakTime/VariableWrapTime 30 seconds

746 Symposium Call Center Server


April 2004 Pegging examples

Network call pegging

Introduction
This section provides a typical example of how network calls are pegged (at the
source site and at the destination site).

Scenario
Call arrives at Toronto 09:00:00

Call is handed over to 09:00:01


Booking_Script application

Call is queued to network skillset: 09:00:02


Bookings

Call is routed to Boston 09:00:08

Call is presented to Boston agent, 09:00:10


Lane Rivers

Lane Rivers answers call 09:00:15

Caller disconnects 09:00:35

Pegging at source site

ApplicationStat view: Master_Script

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

Historical Reporting and Data Dictionary 747


Pegging examples Standard 1.0

ApplicationStat view: Booking_Script

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

NetOutCalls 1

NetOutCallsAnswered 1

NetOutCallsAnsweredDelay 15 seconds

AnsDelay16 1

CallsAnsweredDelayAtSkillset 13 seconds

NetworkOutCallStat view

Field Pegging

Interval 9:00 – 9:15

Source Site Toronto

Source Application Booking_Script

Destination Site Boston

Destination Application Network_Script

Calls Offered 1

Calls Answered 1

748 Symposium Call Center Server


April 2004 Pegging examples

Pegging at destination site

ApplicationStat view: Network_Script

Field Pegging

Interval 9:00 – 9:15

CallsAnswered 1

CallsAnsweredDelay 7 seconds

AnsDelay8 1

CallsAnsweredDelayAtSkillset 13 seconds

NetworkInCallStat view

Field Pegging

Interval 9:00 – 9:15

Source Site Toronto

Source Application Booking_Script

Destination Site Boston

Destination Application Network_Script

Calls Offered 1

Calls Answered 1

Historical Reporting and Data Dictionary 749


Pegging examples Standard 1.0

AgentPerformanceStat view: Lane Rivers

Field Pegging

Interval 9:00 – 9:15

CallsOffered 1

CallsAnswered 1

TalkTime 20

750 Symposium Call Center Server


Appendix C

Agent state tracking

In this appendix
Pegging of agent state 766

Historical Reporting and Data Dictionary 765


Agent state tracking Standard 1.0

Pegging of agent state

This section shows how agent state is pegged in reports for several different
Incalls and DN key statuses.

Agent time is pegged against the


If the agent key status is following states:

Outgoing DN calls talk time


Incoming DN calls talk time
Network calls talk time
ACD/NACD talk time

Walkaway time
Not ready time

Waiting time
Hold time

Ring time
Talk Time
Incalls key DN key

no call present no call present •

no call present incoming DN call



active

no call present incoming DN call on



hold

no call present outgoing DN call



active

no call present outgoing DN call on



hold

no call present incoming DN call



ringing

no call present DN key pressed

call ringing no call present •

766 Symposium Call Center Server


April 2004 Agent state tracking

Agent time is pegged against the


If the agent key status is following states:

Incoming DN calls talk time

Outgoing DN calls talk time


Network calls talk time
ACD/NACD talk time

Walkaway time
Not ready time

Waiting time
Ring time
Hold time

Talk Time
Incalls key DN key

call ringing incoming DN call



ringing

call active no call present •

call on hold no call present • •

call active incoming DN call on


• •
hold

call on hold incoming DN call


• • •
active

call on hold incoming DN call on


• • •
hold

call active outgoing DN call on


• •
hold

call on hold outgoing DN call


• • •
active

call on hold outgoing DN call on


• • •
hold

ACD/NACD call no call present


ringing

Historical Reporting and Data Dictionary 767


Agent state tracking Standard 1.0

Agent time is pegged against the


If the agent key status is following states:

Incoming DN calls talk time

Outgoing DN calls talk time


Network calls talk time
ACD/NACD talk time

Walkaway time
Not ready time

Waiting time
Ring time
Hold time

Talk Time
Incalls key DN key

ACD/NACD call no call present



active

ACD/NACD call on no call present



hold

Not ready no call present •

Not ready Incoming DN call


• •
active

Not ready Incoming DN call on


• •
hold

Not ready Outgoing DN call


• •
active

Not ready Outgoing DN call on


• •
hold

Call on hold; no call present


• • •
walkaway

768 Symposium Call Center Server


April 2004 Agent state tracking

Note:
 Unless otherwise specified, calls on the Incalls key are Symposium Call
Center Server calls.
 If the Answer call by placing DN on hold option is enabled for the agent’s
call presentation class, agent time is pegged against the Waiting state when
no call is present on the agent’s Incalls key, and the agent has a DN call
(incoming or outgoing) on hold.

Historical Reporting and Data Dictionary 769


Agent state tracking Standard 1.0

770 Symposium Call Center Server


Glossary

A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.

ACCESS
An internal protocol used by Symposium Call Center Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.

access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.

access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.

ACCESS link
A communication channel between Symposium Call Center Server and
CallPilot or Meridian Mail.

ACCESS voice port


A voice port that is controlled by the ACCESS link.

ACD call
See Automatic call distribution call.

ACD-DN
See Automatic call distribution directory number.

Historical Reporting and Data Dictionary 771


Glossary Standard 1.0

ACD group
See Automatic call distribution group.

ACD routing table


See Automatic call distribution routing table.

ACD subgroup
See Automatic call distribution subgroup.

acquired resource
A resource configured on the switch that is under the control of Symposium Call
Center Server. Resources must be configured with matching values on both the
switch and Symposium Call Center Server.

activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.

activity code
A number that an agent enters on his or her phoneset during a call. Activity
codes provide a way of tracking the time agents spend on various types of
incoming calls. They are also known as Line of Business (LOB) codes. For
example, the activity code 720 might be used to track sales calls. Agents can
then enter 720 on their phonesets during sales calls, and this information can be
generated in an Activity Code report.

administrator
A user who is responsible for setting up and maintaining Symposium Call
Center Server.

agent
A user who is responsible for handling customer calls.

agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.

772 Symposium Call Center Server


April 2004 Glossary

agent to skillset assignment


A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.

agent to supervisor assignment


A definition that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.

API
See application program interface.

application
1. A logical entity that represents a Symposium Call Center Server script for
reporting purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.

application program interface


A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.

application server
The server on which the Symposium Web Client software is installed. This
server acts as the middle layer that communicates with Symposium Call Center
Server and makes information available to the client PCs.

associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.

Automatic call distribution


A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.

Historical Reporting and Data Dictionary 773


Glossary Standard 1.0

Automatic call distribution call


A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also Automatic call
distribution directory number.

Automatic call distribution directory number


A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.

Automatic call distribution group


An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.

Automatic call distribution routing table


A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Symposium Call Center Server will be queued to ACD groups and handled by
available agents.

Automatic call distribution subgroup


An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor his
or her assigned agents.

C call age
The amount of time a call was waiting in the system before being answered by
an agent.

call destination
The site to which an outgoing network call is sent. See also call source.

774 Symposium Call Center Server


April 2004 Glossary

call intrinsic
A script element that stores call-related information assigned when a call enters
Symposium Call Center Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.

call presentation class


A collection of preferences that determines how calls are presented to an agent.
A call presentation class specifies whether a break time between calls is allowed,
whether an agent can put DN calls on hold for incoming ACD calls, and whether
an agent phoneset displays that the agent is reserved for a network call.

call priority
A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also skillset priority.

call source
The site from which an incoming network call originates. See also call
destination.

call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a call center agent. For example, a caller can hear a recorded
announcement or music while waiting for an agent.

call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.

Calling Line Identification


An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.

Historical Reporting and Data Dictionary 775


Glossary Standard 1.0

CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.

CDN
See controlled directory number.

CLAN
See Customer local area network.

CLID
See Calling Line Identification.

client
The part of Symposium Call Center Server that runs on a personal computer or
workstation and relies on the server to perform some operations. See also server.

command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

controlled directory number


A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Symposium Call Center
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Symposium
Call Center Server.

Customer local area network


The LAN to which your corporate services and resources connect. The server in
Symposium Call Center Server and client both connect to the CLAN. Third-
party applications that interface with the server also connect to this LAN.

D DBMS
Database Management System

776 Symposium Call Center Server


April 2004 Glossary

deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.

default activity code


The activity code that is assigned to a call if an agent does not enter an activity
code manually, or when an agent presses the activity code button twice on his or
her phoneset.
Each skillset has a defined default activity code.

default skillset
The skillset to which calls are queued if they have not been queued to a skillset
or a specific agent by the end of a script.

desktop user
A configured user who can log on to Symposium Call Center Server from a
client PC.

destination site
The site to which an outgoing network call is sent. See also source site.

DHCP
See dynamic host configuration protocol.

Dial-Up Networking
See Remote Access Services.

Dialed Number Identification Service


An optional service that allows Symposium Call Center Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.

directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).

Historical Reporting and Data Dictionary 777


Glossary Standard 1.0

directory number call


A call that is presented to the DN key on an agent’s phoneset.

display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.

DMS
Digital Multiplex Switch

DN
See directory number.

DN call
See directory number call.

DNIS
See Dialed Number Identification Service.

dongle
The attachment plugged into the parallel port of a server connected to a DMS/
MSL-100 switch that authenticates the serial number required at the time of
server installation.

dynamic host configuration protocol


A protocol for dynamically assigning IP addresses to devices on a network.

dynamic link library


A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.

E ELAN
See embedded local area network.

778 Symposium Call Center Server


April 2004 Glossary

embedded local area network


A d